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WorksheetsWorking With Customers
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
Upon arriving at a site, a customer tells you that you are not welcome here. He is used to working with Bill, and only wants Bill working on his systems. What should you do?
a)
Page Bill.
b)
Explain that you were sent here and walk past the customer.
c)
Contact your office and tell your manager of the situation.
d)
Pacify the customer by telling them that you will configure the machine to allow for Bill to update system files remotely.
2.
You have been on the phone with a user in a remote office for 30 minutes troubleshooting their minor desktop problem. No matter how many times you explain the solution to them, they do not understand what you are saying. What should you do?
a)
Go to the user's site
b)
Suggest they call back tomorrow
c)
Suggest they call another technician
d)
Suggest you talk to their manager
3.
A user called her organization's Help Desk to complain that her workstation's screen is black even though the power switch is turned on. The technician helping her told her to press a keyboard key. When she did, the monitor came back on. The technician then told her that she had made a “stupid” error and that she “shouldn't be allowed to touch a computer.” Did the technician handle the issue correctly?
a)
No, the technician shouldn't have wasted time on such a foolish mistake.
b)
No, the technician should not have demeaned the user for the mistake.
c)
Yes, the technician handled the situation correctly.
d)
No, the technician should have let the user figure out the problem for herself.
4.
A user called her organization's Help Desk to request help with connecting to a network server. The help desk technician came to her desk to resolve the issue. Once there, the technician used the user's telephone to call his girlfriend. The call lasted the entire time the technician was at the user's desk. Did the technician handle the request correctly?
a)
No, the technician should not have used the user's telephone for a personal call.
b)
No, the technician should have sent the user instructions in an email
c)
Yes, the technician handled the request correctly.
d)
No, the technician should have directed the user to the network software's documentation on the Internet.
5.
ou are the PC technician for a company. An employee comes to you extremely worried that their printer has broken and it is imperative that their documents are printed in time for a very important presentation they are giving in just 10 minutes. How should you respond?
a)
Tell the employee that most printer problems are easy to fix and you will do your best to get their project printed as soon as possible.
b)
Tell the employee that they need to plan more time for printing before presentations.
c)
Tell the employee that they should copy their project to a CD and try to get it to print somewhere else.
d)
Tell the employee not to worry about it; their printer is probably just offline and will take two seconds to fix.
6.
You are the PC technician for a company. An employee has stepped out of their office while you fix a computer problem they have been having. They have accidentally left a report open next to their computer which states that a friend of yours in accounting will be submitted for review if their poor work performance continues. What should you do?
a)
Tell your friend the information you have learned and under what circumstances it was obtained
b)
Ignore the paper and tell no one of its contents.
c)
Give your friend a heads up about what you found, but don’t disclose from where you heard the information.
d)
Tell your fellow PC technicians about what you saw, then let them decide what to do with the information.
7.
While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You are not currently expecting any important work-related phone calls. What is the most professional way to handle the situation?
a)
Ask the customer to excuse you, then step into the hallway to briefly take the call.
b)
Answer the phone by saying, “I’m busy right now, I’ll call you right back.”
c)
Ignore the phone; let it continue ringing until the caller reaches your voicemail.
d)
Immediately forward the call to voicemail.
8.
A user called the Help Desk to request help with his Windows XP desktop workstation. He's having trouble getting new messages from your company's e-mail server. The Help Desk technician told him to open a Command Prompt and try to PING the e-mail server. She also told him to check his SMTP and POP3 server IP addresses. Did the Help Desk technician handle this request correctly?
a)
No, the technician should have had him check his workstation's IP address configuration first.
b)
No, the technician used jargon that the user probably didn't understand.
c)
Yes, the request was handled properly.
d)
No, the technician should have walked to his desk and conducted the tests for him.
9.
A user called the Help Desk to request help with her notebook system that won't boot. The Help Desk technician handling her call wrote an e-mail and responded to an instant message while on the phone with the user. The technician instructed the user to go to the notebook manufacturer's Web site and see if she can find any information about the problem. Did the technician handle the request correctly?
a)
No, the technician was distracted while handling the call.
b)
No, the technician should have instructed the user to call the notebook manufacturer for support.
c)
No, the technician should have put the user on hold until he had time to handle her request.
d)
Yes, the technician handled the request appropriately.
10.
You are the PC technician for a company. You are meeting with a user who is experiencing difficulties with their computer. The user explains: “My e-mail doesn’t work. I keep getting e-mail sent back to me, I can’t find any of my old e-mails, and I don’t think that the program has ever worked well.” You ask the user to show you how they usually go about their e-mail tasks and determine that there is not a problem with the program, but that the user needs to be trained on how the program works. You know that you have several important work tasks that need to be completed by the end of the day and this is not high on your priority list. What is the best way for you to respond?
a)
Inform the user that there isn’t anything wrong with the program, they just don’t know how to use it correctly.
b)
Direct the user to the Help utility in the e-mail program.
c)
Set up a time during which you can sit down with the user and show them how to complete common tasks.
d)
Tell the user to ask their co-workers how to use the program if they come across further problems.
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