Technician Communication Quiz

Select the statement that considered as ethical behaviour by a technician when communicating with a customer.

• A technician can send forged emails to customers.

• A technician can send mass emails to customers.

• A technician must only send solicited emails.

• It is normal to send chained emails to customers.

Select the correct way to conduct a telephone call to troubleshoot a computer problem.

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

• Maintain professional behaviour at all time.

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

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

Choose the situation that require a support desk call be given the highest priority.

• The company could not operate because of system failure.

• A couple of computers have operating system error.

• Some computers cannot log in to the network

• A user is requesting RAM memory upgrade.

Select the best way to handle a call where a customer is upset and wants to speak to a specific technician to resolve a problem immediately while the requested technician is away from the office for the next hour.

• Refer the angry customer to a supervisor

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

• 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.

Select the best approach should a technician take when receiving a call from a stressed customer.

• Ask the customer to telephone back when the customer is feeling less stressed.

• Ask the customer to hold, and then wait five minutes for the customer to calm down.

• Try to establish a rapport with the customer.

• Transfer the customer to a level-two technician who will ask the customer to explain the problem again.

A supervisor received a complaint that one of the technicians was rude and disrespectful. Identify the action by the technician that most likely caused the customer to complain.

• The technician interrupted a number of times to ask questions.

• The technician occasionally confirmed an understanding of the problem.

• The customer was escalated to a level-two technician.

• The technician ended the call without saying 'Have a nice day'.

Once a technician understands a customer complaint, it is common to ask closed-ended questions. Select from the following that represent a close-ended question.

• What happened before the error occurred?

• Is this the first time the error occurred?

• What happened after the error occurred?

• What error messages were displayed when the error occurred?

Select the category of technician that uses remote access software to update a computer belonging to a customer.

• Level one technician

• Field technician

• Bench technician

• Level two technician

Identify the situation that would be appropriate for a technician to back up personal and confidential data from a computer belonging to a customer.

• If the technician feels it necessary to back it up

• If illegal content is discovered on the customer computer

• If the customer forgets to sign the work order

• If the customer permits it

Select the action should a technician avoid when dealing with a talkative customer.

• Asking social questions such as 'How are you today?'

• Giving the customer a full minute to talk.

• Stepping in and attempting to refocus the customer.

• Asking closed-ended questions to regain control of the conversation.