ITE Ch 13

What is the correct way to conduct a telephone call to troubleshoot a computer problem?

• Explain each step to help the customer understand the troubleshooting process.

• Ask personal questions to get better acquainted with the customer.

• Maintain professional behavior at all times.

• Always gather information from the customer and escalate the problem.

What is a recommended technique for a technician who is both troubleshooting a problem and also trying to help a customer relax?

• Spend time explaining the cause of the problem to the customer.

• Put the customer on hold.

• Give the customer one minute to speak before taking over the conversation.

• Establish a good rapport with the customer.

A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?

• Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.

• Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.

• Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.

• Refer the angry customer to a supervisor.

What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)

• letting the customer explain the problem without interruption

• sympathizing with the customer

• apologizing for any inconvenience caused to the customer

• putting the customer on hold or transferring the call

• spending time explaining what caused the problem

A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?

• Mute the line to the customer while discussing the issue with the colleague.

• Signal to the colleague to wait.

• Tell the customer that the call will be put on hold for a few minutes.

• Interrupt the customer and ask whether the customer would mind going on hold for a few minutes.

A technician receives a call from a customer who is too talkative. How should the technician handle the call?

• Politely step in and gain control of the call by asking the customer social questions.

• Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.

• Allow the customer to speak for one minute and then try to refocus the conversation.

• Talk over the customer and quickly gather the necessary information to be of help.

What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)

• focusing on what you cannot do to give customers an idea of the magnitude of the problem

• asking customers to paraphrase their explanations

• interrupting customers with a question to gather more information

• clarifying what customers say after they have finished their explanations

• the use of active listening, with occasional interjections such as "I see" or "I understand"

Which statement describes a best practice related to time management?

• The technician should make sure to call the customer back as close to the callback time as possible.

• The technician can take the call of another technician, even without permission to do so.

• The technician should give better service to a customer for whom the technician feels more sympathy.

• The technician should take the easier calls first, regardless of the urgency.

Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)

• Take a call assigned to another technician on the call board if the call is from a known customer.

• Communicate the repair status with explanations of any delays.

• Offer different repair or replacement options if possible.

• Sympathize with customers regarding their negative views of a previous technician.

• Show favoritism to returning customers.

During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?

• Back up the information just in case the customer needs it some day.

• Send this information to the technician manager.

• Send this information to the manager of the customer.

• Keep it confidential.

• Document all information in a log file.