單項選擇題

A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?（）

A. Immediately forward the call to the vendor.
B. Give the information to the caller.
C. Hang up on the caller immediately and report the call to upper management.
D. Politely refuse to give the information and end the call.

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單項選擇題

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）

A. End the call quickly, even if a solution has not been found.
B. Ask the caller to call back in a while.
C. Put the caller on hold briefly and take a deep breath.
D. Pass the caller to another support representative.

單項選擇題

When dealing with customers on the phone that are not very comfortable with technology, which of the following techniques would be MOST helpful to ensure that effective communication is taking place?（）

A. Frequently paraphrase what the caller is saying.
B. Repeat what is being said multiple times so that the customer can understand exactly what to do.
C. Speak very slowly when replying to the customer.
D. Tell the customer to send an email stating exactly what the problem is so that the communication between the two parties is clear.

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A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?（）

你可能感興趣的試題

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）

When dealing with customers on the phone that are not very comfortable with technology, which of the following techniques would be MOST helpful to ensure that effective communication is taking place?（）

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