kunci cisco chapter 10 essentials (4.1) versi 2

1.Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)

*your name

*ticket number

*customer name

2.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.

3.Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)

Be positive.

*Look for alternative ways to help the customer.

4.Which two guidelines demonstrate proper netiquette? (Choose two.)

*Begin each e-mail with an appropriate greeting.

*Avoid replying to “flames”.

5.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 and explain that the coworker is frequently rude.

6.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.

7.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.

8.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.

9.Which three items are commonly parts of a service level agreement (SLA)? (Choose three.)

*supported software

*diagnostic procedures

*service location

10.Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)

*Use simple step-by-step instructions.

*Speak in plain terms.

11.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.

12.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.

13.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.

14.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.

15.What is the recommended way to place customers on hold?

*Ask and wait for permission before placing customers on hold.

16.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.

17.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.

18.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.

19.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

20.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

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.

Which statement is true about the role of stress when troubleshooting customer computer problems?
– Reducing stress helps customers provide more useful information.

Where would legal details be found that describe proper handling of information for a specific customer?
– employee confidentiality agreement

A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)
– customer e-mails
– hard copies of files on the customer desk

What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)
– The computer case must be opened.
– The problem cannot be resolved in less than ten minutes.

Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
– remote diagnostics utility

What is the primary responsibility of a level-one helpdesk technician?
– to gather pertinent customer information

Which task would be the responsibility of a level-two technician?
– resolving computer problems that require opening up the computer

For a computer technician, what is the first step in resolving a customer problem?
– speaking directly with the customer

What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.)
– sending chain letters
– sending anonymous e-mails

Why is good communication a critical part of successfully troubleshooting customer problems?
– It helps technicians learn important details from the customer.
While servicing a computer, a technician notices that a document labeled “confidential” is open on the computer. What should the technician do?
– Step away from the computer and ask the user to close the document.

Which two actions are examples of good netiquette? (Choose two.)
– Check grammar and spelling before sending e-mail.
– Use mixed case in e-mail instead of all upper case or all lower case

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.
A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?
– Follow up with the customer to verify that the problem has been resolved.
Where would legal details be found that describe proper handling of information for a specific customer?
Legal details of customer information are usually covered under the “SLA”
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?
* Apologize and try to help.