Disturbing A+ test question

[Talon]

These last few weeks I've been studying for the A+ certification. One of the chapters is on professionalism and communication. It's pretty straightforward, until I got to the part on using appropriate behavior. I got really worried at the mention of a Golden Rule in treating the customers/users...

Thankfully it wasn't the dreaded 5-word cliche we all hate. It was "treating others the way you would have them treat you." But it wasn't over there.

The end of each chapter has a brief review test. I found this question and answer extremely disturbing:

Upon informing the custsomer his data has been irrevocably lost, he becomes so angry that he shoves you against a wall. What should you do?

A. Shove the user back, only a little harder
B. Shove the user back, only a little easier
C. Try to calm the user down, and leave the site if you cannot
D. Yell for everyone in the area to come quickly

And naturally the "correct" answer is C. The answer section goes on to elaborate "Physical abuse violates respect and should be avoided at all costs."

Excuse me? What about violating the law? And why isn't there an option about calling security and/or police? I'm tempted to send CompTIA a letter admonishing them, they have no business lecturing potential techs what to do in a criminal situation.

Am I overreacting?

[KuzcoLlama]

No. There is no way anyone could convince me it's "okay" for someone to shove me against a wall, but I can't shove them back. Screw that. I just have a hard time with people being in my personal bubble. No way is anyone going to be able to lay a hand on me. Thank goodness for Taekwondo. Barring that, thank goodness for the self defense classes I took. Barring that, thank goodness for a daddy that shows you how to properly knock someone out.

I think they're also confused on that whole "physical abuse violating respect" thing. It goes both ways, corporate numbnuts. I mean, it's not like I go into work swinging a bat. I'm nice until they're not nice, and then neither am I.

[Becks]

The answer section goes on to elaborate "Physical abuse violates respect and should be avoided at all costs."

And yet it's perfectly all right for the customer to shove an employee?!?!?!

[Spiffy McMoron]

You're not overreacting-that was just a dumb responce.

Thankfully it wasn't the dreaded 5-word cliche we all hate. It was "treating others the way you would have them treat you."

Since that seems to be their motto, and since that seems to be the way that the customer is treating you, you could have made a case for either A or B. All jokes of physical assault over [Which CS.com wholeheartedly condones. -Ed] I can't understand why there would be option E, which is "Call your manager and/or the friggin' police!"

[Cedophile]

In this case, I'd finish the test with a "screw this" attitude and just do whatever I want however I want.

[Talon]

And naturally the "correct" answer is C. The answer section goes on to elaborate "Physical abuse violates respect and should be avoided at all costs."

Oh wait there's more. The elaborated "correct" answer included this gem: "If you cannot calm the user down, you should leave the site immediately and not return until it is safe to do so."

Another fine example of how completely out of touch with reality companies are regarding safety. Someone assaults me, you bet your hindquarters I'd respond with appropriate deterrent-force. My elbow meeting Mr. Shover's jaw is likely the only justice I'd ever get. Then I'd call security/authorities. Then I never ever go back to that site. Last time I checked IT companies don't offer hazard pay/coverage.

[MadMike]

And yet it's perfectly all right for the customer to shove an employee?!?!?!

I'm sure if one of these corporate suits would ever get assaulted by a customer, they'd be singing a completely different tune.

[Irving Patrick Freleigh]

Oh wait there's more. The elaborated "correct" answer included this gem: "If you cannot calm the user down, you should leave the site immediately and not return until it is safe to do so."

.

Yeah, that'll work. Except if the customer follows you!

[powerboy]

Yeah, that'll work. Except if the customer follows you!

Knowing the customer, they would follow you

[Giggle Goose]

Sooooo....is shoving people against walls when their info is "irrevocably lost" a common occurence?

[Ringtail Z28]

If you're working as a repair tech you should have a couple screwdrivers handy, learn to use them if you know what I mean and I think you do.

But seriously, this is one reason people don't seem to take A+ certs as seriously as they used to. It gets farther away from the point with every revision.

[MistressCrys]

Oh dear no I had this happen to a girl at work last week and she was so polite to the customer and He started cussing and becoming very aggressive towards her she finally had enough and told him if he didn't like it then he could F off and go to another store for all she cared...mind you she was on her lunch break...(her only saving grace) I was shocked cause that isn't like her at all she went to the break room and lost it..Poor thing But with him standing 4 feet taller than she and using his height to try and intimidate her as well as with language.. no one should have to put up with it NO ONE!!!! Send them a letter and let them know!!!!!

[BlaqueKatt]

I'd send a letter, I'm a smalish female, if anyone shoved me into a wall it could cause serious injury-one of my coworkers has a neck issue(badly slipped disk and spinal degeneration) that could paralyze him!!

have the letter state the definition/law on assualt and ask if they believe the law should be repealed as that's what they seem to be condoning.


BlaqueKatt-sent a customer to jail for pushing her once

[CanadaGirl]

BlaqueKatt-sent a customer to jail for pushing her once

Story?

[Dreamstalker]

OMFG, who the hell writes the test? So they're advocating violence against techs but saying self-defense is wrong. Lovely Screw that. If I feel threatened I will defend myself.

If the customer's nice, I'm nice. A select few family and friends are allowed to joke around with me and go on mock rants, but we both know what they're up to.