Ch.8 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 their mobile phone while servicing a computer at a customer’s residence?
Ignore the call and focus on the customer’s problem.
What should you do when you do not understand a customer’s problem 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 transfer 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, what should you do if you overhear that the 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 interfering 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
How should you communicate with a customer if you and the customer do not understand a common language?
Use hand gestures and visual aids to give details.
What should you do if you receive an urgent message from your office while working on-site?
Make a short call to determine the nature of the urgency.
Whom should you consult if you are working on-site and your customer asks you to perform a task that is not in your scope?
your supervisor
What should you do to help a customer if you notice that your coworker is unable to provide resolution to customer queries and the customer is becoming irritated?
Offer your help to the co-worker and the customer.
What should you do to prevent your computer from increased voltage or brownouts?
Use an uninterruptible power supply (UPS).
Which uninterruptible power supply (UPS) feature provides protection from power surges and power drops?
Automatic Voltage Regulation (AVR)
You found an exposed electric wire, which can be dangerous for people working near it. What should you do FIRST before repairing the wire?
Shut down the electricity.
Which type of electric current can cause severe damage to computer components while a technician is troubleshooting a hardware device?
Electrostatic discharge (ESD)
What is the best method to protect network cables from damage due to environmental factors, such as heat and liquid?
Cover the cables by using a protective material.
What should a technician wear to prevent electrostatic discharge (ESD) while installing sensitive memory chips?
Wear an anti-static wrist strap.
Which type of shoes should you wear while working around electronics?
rubber-soled shoes
Which documentation states hazardous nature, ingredients, precautions to follow, health effects, safe handling information, and other important information about chemicals?
Material Safety Data Sheets (MSDS)
