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What else can I help you with?
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.
A customer is upset and wants to speak to a specific technician to resolve a problem immediately The requested technician is away from the office for the next hour What is the best way to handle thi?
Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.
How much does a customer service technician make?
It varies
Which action by the technician most likely caused the customer to complain?
The technician occasionally confirmed an understanding of the problem.
When a technician receives a call for assistance from a customer what should the technician do first?
Identify the user and associated problem.
What two actions are appropriate for a support desk technician to take when assisting customers?
A support desk technician should first actively listen to the customer's issue to fully understand their needs and concerns. Then, they should provide clear and concise guidance or solutions, ensuring the customer feels supported and informed throughout the troubleshooting process. Additionally, following up to ensure the issue is resolved can enhance customer satisfaction.
True or false generally it is the technician not the customer who ends the call or chat session with the customer?
TRUE
A vehicle has excessive exhaust smoke During a road test the technician verifies the excessive smoke and finds that the automatic transmission shifts rough?
After the mechanic finds that the transmission is shifting rough, he will inform the customer of the problem and do further tests to determine the cause of the problem. After that he will take the appropriate steps to resolve the issue.
What approach should a technician take when receiving a call from a stressed customer?
Try to establish a rapport with the customer.
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.
Which three pieces of information should be given to the next technician when transferring a customer?
your name ticket number customer name
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.
