Cisco IT Essential v4.1 Chapter 10

1. When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.)
*Allow the customer to explain the problem, possibly dispelling some of the anger.
*Sympathize with the customer's problem.

2. A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
*Listen to the complaint, apologize for the incident, and then offer to help the customer.

3. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
*Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

4. Which three items are commonly parts of a service level agreement (SLA)? (Choose three.)
*supported software
*diagnostic procedures
*service location

5. Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
*your name
*ticket number
*customer name

6. Which three tasks are commonly carried out by a level-one technician? (Choose three.)
*document all information on the work order
*prioritize the problem
*gather information from the customer

7. The technician begins diagnosing a problem by asking an experienced customer to visit a troubleshooting Web site. The customer becomes angry because she feels this could be done without calling the technician. What should the technician do?
*Explain how the Web site can be used by both of them during the call to quickly eliminate problems.

8. A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.)
*possess good listening skills
*display professional behavior at all times

9. A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.)
*Allow the customer to speak without interruption.
*Refer to the customer by name whenever possible.

10. What are three guidelines for beginning a call with a customer? (Choose three.)
*Determine the level of knowledge that the customer possesses about computers.
*Use brief communication to establish a one-to-one connection with the customer.
*Call the customer by name.

11. Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)
*Politely interrupt to refocus the customer.
*Gather as much information as possible while the customer is talking.
*Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.

12. Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)
*Be positive.
*Look for alternative ways to help the customer.

13. While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
*Wait until the customer has finished speaking, and then explain the possible solution.

14. Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
*Use simple step-by-step instructions.
*Speak in plain terms.

15. What is the recommended way to place customers on hold?
*Ask and wait for permission before placing customers on hold.

16. Which issue is an example of an exception to an SLA that should be escalated to a manager?
*A customer wants two new computers added to the existing SLA without additional cost.

17. Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
*Go for a quick walk.
*Listen to soothing sounds.
*Practice relaxed breathing.

18. Which two guidelines demonstrate proper netiquette? (Choose two.)
*Begin each e-mail with an appropriate greeting.
*Avoid replying to "flames".

19. A technician is trying to calm an angry customer. What is the best approach?
*Maintain a positive tone of voice and offer to help solve the problem.

20. A technician is talking on the telephone to an angry customer who is unhappy with previous service. How should the technician calm the customer?
*Listen carefully and attempt to solve the customer's problem.

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