I T Essentials I Chapter 10

1. I T Essentials I Chapter 10 JEOPARDY IT Competition 2006

2. Service Phone Etiquette Potpourri The Technician Potpourri 2 100 100 100 100 100 200 200 200 200 200 300 300 300 300 300 400 400 400 400 400 500 500 500 500 500

3. Service100 • A customer calls to report a problem with a computer. What is the first step the technician should use to resolve the computer problem? • Direct the customer to various vendor Web sites • Complete a work order documenting the cause of the problem. • Identify the problem. • Gather information from the customer. What is Option 4

4. Service200 • 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.) • Personalize the call by periodically asking questions unrelated to the computer problem. • Allow the customer to speak without interruption. • Use technical terms to determine the level of knowledge the customer possesses. • Ask only closed-ended questions. • Refer to the customer by name whenever possible. What is Options 2 & 5

5. Service300 Which two techniques should be used when dealing with an inexperienced customer? (Choose two.) Use simple step-by-step instructions. Explain possible causes of the problem to the customer. Criticize the customer to prevent the possibility of repeating the problem in the future. Ask to set up a conference call with a level 2 technician. Speak in plain terms. What is Options 1 & 5

6. Service400 • While a technician is listening to a lengthy explanation of a problem, the technician determines the solution to the problem. How should the technician proceed? • Interrupt the customer immediately by beginning to explain the solution. • Put the customer on hold. After the conversation is interrupted, return and explain the solution. • Wait patiently until the customer is finished speaking, and then explain the possible solution. • Interrupt the customer by asking a question and then suggest the solution. What is Option 3

7. Service500 • When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.) • Place the customer on hold to allow the customer time to become calmer. • Allow the customer to explain the problem, possibly dispelling some of the anger. • Discuss possible causes of the problem. Sympathize with the customer's problem. • Try to minimize the significance of the problem. What is Options 2 & 4

8. Phone Etiquette100 What are three guidelines for beginning a call with a customer? (Choose three.) Interrupt customers as soon as the problem can be determined. Determine the level of knowledge that the customer possesses regarding computers. Place angry customers on hold immediately. Immediately transfer angry customers to a manager. Use brief communication to establish a one-to-one connection with the customer. Call the customer by name. What is Options 2, 5, & 6

9. Phone Etiquette200 • What is the recommended way to place a customer on hold? • Abruptly place the customer on hold to avoid interrupting what the customer is saying. • Immediately place the customer on hold when the customer is finished speaking. • Ask and wait for permission before placing the customer on hold. • Hand the telephone to a co-worker or manager while the customer is speaking to avoid interruption. What is Option 3

10. Phone Etiquette300 • Which two approaches are recommended when dealing with customers on the telephone? • (Choose two.) • Be positive. • Explain what you will be unable to accomplish. • Look for alternative ways to help the customer. • Interrupt customers to explain solutions and save time. • Refer customers to the Internet when the solution is obvious. What is Options 1 & 3

11. Phone Etiquette400 • 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. • Attempt to minimize the problem. • Debate with the customer in an attempt to defend the company. • Schedule a meeting with the customer, another technician, and the manager. What is Option 1

12. Phone Etiquette500 • A technician receives a call from a customer who is too talkative. How should the technician handle the call? • Talk over the customer and quickly gather the necessary information to help them. • Allow the customer to speak without interruption and then try to use closed-ended questions to gather data. • Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information. • Politely step in and gain control of the call by asking the customer social questions. What is Option 2

13. Potpourri100 • Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.) • Take calls only from customers that are knowledgeable about computers. • Take frequent gaming breaks. • Go for a quick walk. • Listen to soothing sounds. • Practice relaxed breathing. • Take a long lunch hour to reduce fatigue. What is Options 3, 4 & 5

14. Potpourri200 • Which two guidelines demonstrate proper netiquette? (Choose two.) • Send chain letters via e-mail to minimize time needed to spread information. • Begin each e-mail with an appropriate greeting. • Use all capital letters to make reading easier. • E-mail information that would be difficult to say in person. • Avoid replying to "flames". What is Options 2 & 5

15. Potpourri300 • Which issue is an example of an exception to an SLA that should be escalated to a manager? • A new customer just read an annual contract that has been active for three months and is unhappy about the level of service outlined in the contract. • A customer wants two new computers added to the existing SLA without additional cost. • The customer is asking to upgrade the level of service and is willing to pay the price difference. • An unhappy customer calls to get clarification of the costs and penalties of the SLA. What is Option 2

16. Potpourri400 • Which three items are commonly part of an SLA? (Choose three.) • supported software • diagnostic procedures • listing of tested parts • service location • unsupported equipment • listing of all exceptions What is Options 1, 2 & 4

17. Potpourri500 What kind of difficult customer is described below? Wants to speak with a technician that is equally experienced in computers. Usually tries to control the call and does not want to speak with a level-one technician. What is knowledgeable

18. The Technician100 • Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.) • your name • ticket number • elapsed time for the call • customer name • department name • part numbers What is Options 1, 2 & 4

19. The Technician200 • Which three tasks are commonly carried out by a level-one technician? (Choose three.) • document all information on the work order • update the operating system • upgrade the BIOS • prioritize the problem • install remote diagnostic software • gather information from the customer What is Options 1, 4 & 6

20. The Technician300 • 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.) • use jargon, abbreviations, and acronyms relating to computer repair • possess good listening skills • be willing to work long hours • display professional behavior at all times • be willing to talk strongly to difficult customers What is Options 2 & 4

21. The Technician400 • Which three techniques should be used to successfully deal with a talkative customer? • (Choose three.) • Politely interrupt to refocus the customer. • Encourage conversation to gain the customer's trust. • Gather as much information as possible while the customer is talking. • Ask open-ended questions. • Allow the customer to talk for one minute and then try to concentrate on the real problem. • Transfer the customer to a manager. What is Options 1, 3 & 5

22. The Technician500 • When working with many customers and reviewing the call boards, a technician should make the easy customer calls first. • True • False What is False

23. Potpourri 2100 • Troubleshooting is as much about communicating with the customer as it is about knowing how to fix a computer. • True • False What is True

24. Potpourri 2 200 • A ___________ customer is more likely to be able to provide the information that you need to determine the source of the problem and then fix it. • Stressed • Angry • Relaxed • Urgent What is Relaxed

25. Potpourri 2300 • Your _____________ ____________ can be “seen” by your customer over the phone. • Body language • Work environment • Call statistics • Work ethic What is body language

26. Potpourri 2 400 • To accomplish the three goals of knowing, relating and understanding your customer, technicians should practice _________ _________ ________ . • Body language skills • Active listening skills • Phone etiquette skills • Speech recognition skills What is active listening skills

27. Potpourri 2500 • Follow-up questions should be targeted, ________ _________ questions based on the information that you have already gathered. • Open ended • Personal opinion • Closed ended • Repetitive thought What is close-ended

28. Double Jeopardy What kind of difficult customer is described below? Complains during the call and often makes negative comments about the product, the service, and the technician. This type of customer is sometimes abusive and uncooperative and get aggravated very easily. What is Rude

29. Double Jeopardy Subject: Difficult Customers