Customer Service IT

When working with customers, you should always try to keep a positive attitude.

Why is it important to maintain a positive attitude when working with customers?

• Helps to establish a good customer relationship.

• Helps the customer feel confident you can fix the problem.

• Shows that you have the knowledge needed to fix the problem.

• Helps you to be more reliable.

Henry is sent to work with a customer at the company's satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.

What can Henry do about these corporate policy issues?

• Wait until he returns to his office and inform his supervisor.

• Confront the employees about the issue.

• Train the employees on why these issues are security concerns.

• Ignore the security problems.

Derek is working at the help desk when he receives a call from a client about an issue with the company's email. The customer is very upset about the email issue. They are complaining about the email service and the IT department in general.

What should Derek do to defuse the situation?

• Defend the IT department.

• Hang up the phone.

• Call the supervisor and ask for help with the customer.

• Let the customer vent and then restart the conversation.

Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because they have a computer at home with the same problem. The client explains to Jerry that when they fixed the problem, they had to reseat the video card.

What should Jerry do when dealing with the client? (Select all that apply.)

• Compliment the client on his knowledge.

• Use computer jargon when talking with the client.

• Explain that you are certified and don't need their help.

• Ask the client to backtrack to see what things they tried in order to fix the computer.

• Check the simple things first to make sure you do not miss anything.

Sara receives a call from a customer who just purchased their first computer with Windows 10 installed. They are having some issues using the new computer and need help setting up a printer.

What should Sara do when working with the inexperienced customer? (Select all that apply.)

• Keep a positive attitude.

• Frequently ask the customer what they see on the screen.

• Use technical jargon to teach the customer how to understand technicians.

• Avoid asking the customer to take steps that might destroy files or settings.

• Explain that because of their inexperience, the customer should not try to install the printer.

George is working onsite at a client's desk. The client's phone rings during George's visit, and the client explains that they must take the call.

What should George do in this situation?

• Leave and go to another client.

• Explain he does not have time to wait.

• Excuse himself and check back when the call is complete.

• Stay and work on the computer during the phone call.

During your service call at the residence of a customer, you discover you will need a part that you don't currently have.

What should you do in this case?

• Leave and get the part and come back.

• Tell the customer to purchase the part and call when they receive it.

• Explain the situation and give the customer options on how to order the part and when you will return to complete the repair.

• Tell the customer you need the part, do research on the part, and schedule a time to come back and fix the computer.

Which of the following is not considered good customer service? (Select all that apply.)

• Be on time.

• Avoid distractions.

• Follow up with the customer.

• Disclose the experience on social media.

• Meet timelines, and if not possible, explain why.

Richard has been called to the human resources department to repair a desktop computer. The colleague using the computer is currently working on the company's payroll and wants to get their computer working quickly so that everyone will be paid on time. While working at their desk, Richard notices that the paperwork they are entering into the system has his coworkers' bank account information.

What should Richard do when he discovers this paperwork?

• Ignore the paper and finish working on the computer.

• Put something over the papers so that he can't see the information.

• Ask the client to remove the documents.

• This information might be useful to have, so he should take a picture.

During your discussion with a client about a problem with their computer, you realize that they are explaining a problem you have seen several times.

What should you do when you realize you understand the problem?

• Interrupt the client so that you can get to work right away.

• While the client is explaining the problem, start looking up the fix for the problem on your phone.

• Actively listen to the client until they finish explaining the problem.

• Ignore what the client is saying and get to work.