Answers
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Questions
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Listen
to the complaint, apologize for the incident, and then offer to
help the customer.
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A
customer calls to complain that another technician was rude to
them. In the past, the technician has received many complaints
about rudeness regarding this coworker. How should the
technician handle this complaint?
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1-
Check grammar and spelling before
sending e-mail
2-
Use mixed case in e-mail instead of
all upper case or all lower case
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Which
two actions are examples of good netiquette? (Choose two.)
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Step
away from the computer and ask the user to close the document
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While
servicing a computer, a technician notices that a document
labeled "confidential" is open on the computer. What should the
technician do?
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resolving computer problems that require opening up the computer
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Which
task would be the responsibility of a level-two technician?
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1-
Use
simple step-by-step instructions.
2-
Speak
in plain terms.
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Which
two techniques should be used when
dealing with an inexperienced customer? (Choose two.)
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1-
Go for
a quick walk.
2-
Listen
to soothing sounds.
3-
Practice relaxed breathing.
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Which
three relaxing techniques can help relieve the stress caused
from helping customers in a call center? (Choose three.)
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Ask and
wait for permission before placing customers on hold
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What is
the recommended way to place customers on hold?
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A
customer wants two new computers added to the existing SLA
without additional cost.
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Which
issue is an example of an exception to an SLA that
should be escalated to a manager?
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Wait
until the customer has finished speaking, and then explain the
possible solution
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While a
technician is listening to a lengthy explanation of a problem,
the technician identifies the solution to the problem. How
should the technician proceed?
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1-
your
name
2-
ticket
number
3-
customer name
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Which
three pieces of information should be given
to the next technician when transferring a customer? (Choose
three.)
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speaking directly with the customer
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For a
computer technician, what is the first step in resolving a
customer problem?
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Reducing stress helps customers provide more useful information
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Which
statement is true about the role of stress when troubleshooting
customer computer problems?
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It
helps technicians learn important details from the customer.
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Why is
good communication a critical part of successfully
troubleshooting customer problems?
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1-
sending chain letters
2-
sending anonymous e-mails
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What
are two examples of technician interactions with a customer that
are considered to be either unethical
or illegal? (Choose two.)
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SLA
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Where
would legal details be found that
describe proper handling of information for a specific customer?
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to
gather pertinent customer information
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What is
the primary responsibility of a level-one helpdesk technician?
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1-
The
computer case must be opened.
2-
The
problem cannot be resolved in less than ten minutes.
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What
are two examples of situations where a helpdesk call
should be escalated to a level-two
technician? (Choose two.)
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1-
customer e-mails
2-
hard
copies of files on the customer desk
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A
technician works on a customer computer at the customer site
after answering a support call. Which two items should the
technician regard as being the property of the customer? (Choose
two.)
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remote
diagnostics utility
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Which
common feature of helpdesk software allows a technician to
control a customer computer from a call center desk?
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Follow
up with the customer to verify that the problem has been
resolved.
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A
computer technician wants to make sure that a customer, who had
been experiencing a problem with a hard drive, is satisfied that
the problem has been resolved. Which of these rules would help
accomplish this desire?
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