Situational Interview

  Suppose you were working on another computer on a busy Saturday afternoon when a customer brings in a new laptop for service. According to the customer, she installed TurboTax to do her taxes but after installing this software, her computer started slowing down and crashing a lot. She has called the customer help desk and has been on-hold for 45 minutes on average. After spending hours on the phone, the computer support specialist suggested that the customer bring the laptop in for service. The customer is very angry regarding the support she received over the phone and is demanding her money back. How would you handle the situation?