A customer contacts support about an issue that has already been resolved on a previous call, but they say it has recurred. What is the first thing you should do?
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A
Assume they are mistaken and tell them the issue is closed
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B
Review prior case notes, acknowledge the recurrence, and apologize for the continued inconvenience
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C
Start a brand-new case as if no prior contact occurred
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D
Blame the previous agent for a poor resolution