Unit 16

What is the most important aspect of customer support beyond technical skills?

• Speaking in technical jargon.

• Effective communication and empathy.

• Completing the task as quickly as possible, regardless of customer understanding.

• Using a monotone voice to project authority.

Answer explanation

Effective communication and empathy are crucial in customer support as they help build rapport, understand customer needs, and provide a better overall experience, which goes beyond just technical skills.

When a customer is frustrated, what is the best approach?

• Tell them to calm down.

• Listen actively and acknowledge their frustration.

• Blame the hardware or software.

• Ignore their emotional state and focus on the technical issue.

Answer explanation

Listening actively and acknowledging a customer's frustration helps to validate their feelings, fostering a positive interaction. This approach can lead to a more effective resolution compared to dismissing their emotions or blaming external factors.

How should you handle a customer who is not technically savvy?

• Use complex technical terms to educate them.

• Explain things in simple, non-technical terms.

• Assume they understand advanced concepts.

• Tell them to find someone more knowledgeable.

Answer explanation

Explaining in simple, non-technical terms helps the customer understand better. Using complex jargon can confuse them, while assuming knowledge or redirecting them is unhelpful. Clear communication is key.

What is the purpose of documenting troubleshooting steps?

• To confuse the customer.

• To create a record for future reference and improve efficiency.

• To prove you know more than the customer.

• To delay fixing the problem.

Answer explanation

Documenting troubleshooting steps creates a record for future reference, helping to improve efficiency in resolving similar issues. It ensures consistency and aids in knowledge sharing, rather than confusing or delaying the customer.

How should you handle a situation where you don't know the answer?

• Guess and hope for the best.

• Tell the customer you'll find the answer and get back to them.

• Blame another department.

• Tell them the problem is unfixable.

Answer explanation

The best approach is to tell the customer you'll find the answer and get back to them. This shows professionalism and a commitment to resolving their issue, rather than guessing or placing blame.

What is the first step in the troubleshooting process?

• Reinstall the operating system.

• Identify the problem.

• Replace the hardware.

• Run a virus scan.

Answer explanation

The first step in troubleshooting is to identify the problem. This allows you to understand the issue before taking further actions like reinstalling software or replacing hardware.

What is the purpose of isolating the problem?

• To avoid fixing the issue.

• To narrow down the potential causes.

• To blame the user.

• To make the problem more complex.

Answer explanation

Isolating the problem helps to narrow down the potential causes, making it easier to identify the root issue and implement an effective solution. This approach avoids unnecessary complexity and focuses on resolving the actual problem.

What is a common troubleshooting technique when dealing with software issues?

• Replacing the motherboard.

• Reinstalling the application.

• Changing the wallpaper.

• Disconnecting the network.

Answer explanation

Reinstalling the application is a common troubleshooting technique as it can resolve issues caused by corrupted files or improper settings, restoring the software to its original state.

What is the purpose of testing a solution after implementing it?

• To delay the resolution.

• To ensure the problem is resolved and no new issues have arisen.

• To confuse the customer.

• To prove your technical superiority.

Answer explanation

Testing a solution ensures that the original problem is resolved and that no new issues have emerged. This step is crucial for maintaining quality and customer satisfaction.

What is the "divide and conquer" troubleshooting method?

• Ignoring the problem.

• Breaking down a complex problem into smaller, manageable parts.

• Blaming the user.

• Replacing all hardware components.

Answer explanation

The "divide and conquer" troubleshooting method involves breaking down a complex problem into smaller, manageable parts. This approach helps identify the root cause more effectively, unlike ignoring the problem or blaming the user.