I.T.CHAPTER 10

A customer calls to report a problem with a computer. What is the first step thetechnician should use to resolve the computer problem?Direct the customer to various vendor Web sites.Complete a work order documenting the cause of the problem.Identify the problem.

Gather information from the customer.

A customer calls to report a computer problem. Which two actions can the technicianuse to establish a good rapport with the customer? (Choose two.)Personalize the call by periodically asking questions unrelated to the computer problem.

Allow the customer to speak without interruption.

Use technical terms to determine the level of knowledge the customer possesses.Ask only closed-ended questions.

Refer to the customer by name whenever possible.

A technician wants to apply for a job in a call center for a computer repair service.Which two characteristics are desirable for this type of position? (Choose two.)use jargon, abbreviations, and acronyms relating to computer repair possess good listening skillsbe willing to work long hours

display professional behavior at all times

be willing to talk strongly to difficult customersA technician receives a call from a customer who is too talkative. How should thetechnician handle the call?

Talk over the customer and quickly gather the necessary information to help them.

Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

Use open-ended questions and repeat all the information back to the customer topolitely show that they are giving too much unnecessary information.Politely step in and gain control of the call by asking the customer social questions.Which three items are commonly parts of a service level agreement (SLA)? (Choosethree.)

supported softwarediagnostic procedures

acceptable working conditions

service location

accessibility requirementscar parking arrangementsWhich issue is an example of an exception to an SLA that should be escalated to amanager?A customer wishes to change the details of the contact person on the SLA.

A customer wants two new computers added to the existing SLA withoutadditional cost.

The customer is asking to upgrade the level of service and is willing to pay the pricedifference.An unhappy customer calls to get clarification of the costs and penalties of the SLA.While a technician is listening to a lengthy explanation of a problem, the technicianidentifies the solution to the problem. How should the technician proceed?Interrupt the customer immediately to explain the solution.Interrupt the customer at the earliest opportunity because you know what they aregoing to say.

Wait until the customer has finished speaking, and then explain the possiblesolution.

Ask the customer to complete the explanation as quickly as possible because apossible solution is known.When dealing with an angry customer, which two things can a technician do to resolvethe problem? (Choose two.)Place the customer on hold to allow the customer time to become calmer.

Allow the customer to explain the problem, possibly dispelling some of theanger.

Discuss possible causes of the problem.

Sympathize with the customer's problem.

Try to minimize the significance of the problem.What are three guidelines for beginning a call with a customer? (Choose three.)Explain the SLA terms and conditions.

Determine the level of knowledge that the customer possesses aboutcomputers

.Place angry customers on hold immediately.Immediately transfer angry customers to a manager.

Use brief communication to establish a one-to-one connection with thecustomer.Call the customer by name.

What is the recommended way to place customers on hold?Place customers on hold as soon as the issue is identified. The on-hold messagewill inform customers that they have been placed on hold.As soon as the issue has been identified, tell customers that you need to put themon hold, then immediately place them on hold.

Ask and wait for permission before placing customers on hold

.Do not place customers on hold. Ask them to call back in an hour when the issuewould have been researched and a solution found.