CompTIA A+ 220-1102 Practice Question

A client insists that your recent network upgrade has compromised their data security, citing increased spam emails as evidence. They demand immediate action and threaten legal consequences. Which response best addresses the situation professionally?

Suggest that the increase in spam is likely due to the client's employees clicking on phishing emails, not the network upgrade
Immediately revert the network upgrade to appease the client and avoid potential legal issues
Deny any connection between the network upgrade and increased spam, explaining that correlation doesn't imply causation
Acknowledge the concern, propose an immediate security audit, and offer to involve senior management in addressing the findings

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Answer Description

The correct answer demonstrates a balanced approach to a complex and potentially confrontational situation. By acknowledging the client's concern without admitting fault, proposing an immediate investigation, and offering to involve senior management, this response shows professionalism and a commitment to resolving the issue.

This approach is superior because:

It doesn't dismiss or argue with the client's perception, which could escalate the situation.
It proposes concrete actions to address the concern, showing responsiveness.
It involves higher management, indicating the seriousness with which the complaint is taken.
It maintains a professional tone without being defensive or confrontational.

The incorrect answers are problematic because:

Denying any connection between the upgrade and spam increase is defensive and dismissive.
Suggesting the client's own actions caused the problem shifts blame unprofessionally.
Immediately agreeing to revert the upgrade without investigation is reactive and may not solve the actual problem.

Remember, in such situations, the goal is to de-escalate, show commitment to resolution, and maintain professionalism, even when faced with threats or angry clients.

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CompTIA A+ 220-1102

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