Operational Procedures: Demonstrate proper communication techniques and professionalism

Question 1

While servicing a printer in a department, you hear a conversation about an increase in health insurance rates. What should you do with this information?

Answer 1

Keep the information confidential

You should never inform anyone, even someone affected by the information, of the details of the confidential information

Question 2

While servicing some computer, you hear a conversation about a company wide pay raise. What should you do?

Answer 2

Keep the information confidential

Question 3

When explaining new equipment features to a customer, what should you avoid?

Answer 3

Acronyms or technical jargon

Question 4

What is the maximum amount of time a customer should remain on hold before receiving an update?

Answer 4

2 minutes

Your update can simply be a short sentence telling the customer what you are doing

Question 5

A customer says they can’t connect to the internet but provides no further information. What should you do to get a better understanding of the problem?

Answer 5

Ask the customer to recreate the problem

Question 6

When troubleshooting a computer, it is important to ask ______ questions to ensure you and the customer agree on the problem

Answer 6

Clarifying

Question 7

When troubleshooting a computer at a house, a loud TV is distracting you. What should you do?

Answer 7

Ask the customer to turn the volume down

You should not work on a customer’s computer while distracted

Question 8

A customer who previously reported they were satisfied with service sends an email to everyone in your company complaining about the work you did. How should you respond?

Answer 8

Send a reply message and include everyone copied on the customer’s message.

Thank the customer for their input, and ask why they indicated satisfaction previously

This will reposition his feedback so it is seen in the appropriate context

Question 9

While servicing a computer, you notice a memo regarding an upcoming secret merger that will affect publicly traded stock. What do you do?

Answer 9

Keep. the. information. confidential

Question 10

A customer explains symptoms of the problem they are experiencing. What should you do first?

Answer 10

Allow them to finish explaining, and record all the details given to you

Question 11

Once the repair is complete, it is important that you ______ after yourself

Answer 11

clean up

Question 12

You notice some confidential documents sitting on a desk you are working on. What should you do?

Answer 12

Turn the documents over to ensure you don’t read any confidential information

Question 13

A customer is going into great detail about a problem they are having. What should you do?

Answer 13

Allow them to finish and record all details given to you

Question 14

A customer calls and is angry about service received by your company. Another technician initially responded to the customer issue. What should you do first?

Answer 14

Stay calm

It is important that the customer feels like someone understands their problem

Not taking the situation personally is the next important step

Question 15

What is the purpose of asking pertinent questions after using active listening?

Answer 15

To develop understanding

Question 16

While working on a customer’s computer, a coworker calls wanting to discuss a meeting planned for next week. What should you do?

Answer 16

Tell the co worker you will return the call when you are done working on the customer’s computer

Question 17

While troubleshooting, you realize solving the problem is beyond your scope of knowledge. What should you do?

Answer 17

Ask the user if you can transfer them to the appropriate personnel

(Escalate the problem)

Question 18

When dealing with an angry customer, you remain calm and don’t take the issue personally. What do you do next?

Answer 18

Listen to the entire complaint and avoid interrupting

Question 19

When dealing with an angry customer, you should _____ your tone of voice to help calm the aggressive party

Answer 19

Lower

Question 20

What are some ways of dealing with an aggressive customer?

Answer 20

• Do not interrupt
• Show concern
• Do not argue
• Find common points of agreement
• Empathize
• Develop an action plan

Question 21

What should you do if a customer calls and complains that their CRT monitor has waves going across it?

Answer 21

Ask what electrical equipment is near the computer

Waves going across a monitor can be an indication of EMI

Question 22

A user has contacted your department twice and their issue is still not resolved. What should you do first?

Answer 22

Apologize to the customer

Then look up previous records, you may need to transfer the customer to another area depending on what you discover

Question 23

You receive a call from a customer during your lunch break. What should you do?

Answer 23

Stop eating and listen to the customer

Question 24

While troubleshooting, you notice a user has a spreadsheet with confidential information open on their computer. What should you do?

Answer 24

Ask the user to close the spreadsheet

Question 25

What should you do if a child or pet is bothering you while servicing a computer in a user’s home?

Answer 25

Ask the parent to take the child / pet into another room while you are working

Question 26

What should you say to a customer who repeatedly shuts down their computer incorrectly, causing the same problem to occur repeatedly?

Answer 26

“This type of problem is often caused when a computer is not shut down properly”

Communication should never be negative, focus on what you can do, never criticize or blame the customer

Question 27

A user cannot complete a task without an administrative password. They will only need to enter it in once. What should you do?

Answer 27

Enter admin credentials yourself at the user’s computer