8. Safety and professionalism Flashcards
Which is a structured form of listening and responding that focuses the attention on the speaker
active listening
What should technicians do if they receive a personal call on tehir mobile phone while servicing a computer at a customer’s residence?
Ingore the call and focus on the customer’s problem
What should you do when you do not understand a customer’s probelm while talking to the customer?
Ask for clarification if there is something that you did not understand
What should you do when you do not have an answer to the customer’s question?
Be honest. Tell the customer that you will find out the answer and report back by calling the customer, if required.
If a person is able to express positive and negative ideas and feelings in an open, honest, and direct way, what would you call this type of behavior?
Assertive behavior
If it is impossible to resolve a computer problem when it happens, how should you deal with an angry customer?
Take the ownership of resolving the problem and regularly communicate the progress to the customer
What should be the first step when dealing with irate customers?
Be an active listener while customers vent their frustration
What should be avoided in communication when dealing with an angry customer?
An argument with the customer
When should you transder an angry customer to your supervisor
Transferring a customer to a supervisor should only be done if you cannot handle the customer’s problem.
While you are working at a job site, would should you do if you overhear tha tthe company plans to lay off 45 percent of the workforce at that location?
Keep the information confidential
What should you do if you encounter confidential information while troubleshooting at a client site?
Do not read or disclose the information. If the information is a document, you should turn the document over so that you cannot read the document.
What should you do if a personal item near the work area is interfering with the troubleshooting procedure
Ask the customer to remove the personal item.
What should you do if the customer’s child is intefering with the troubleshooting process while you are visiting a customer site?
Ask the customer to keep the child away from the work area
As a technician, what should you refer to while explaining the strength of technology to a customer?
the manual
Which terms should NOT be used while explaining the strength of technology to a customer?
Acronyms and technical jargon