Trivia Pursuit Chapter 3
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4 terms
Terms | Definitions |
|---|---|
| T.What are the benefits associated with obtaining certifications and advanced degrees? A+.What are the most significant certifying organization for PC technicians? D.Define the terms internal customer and external customer. H&S.A(n) ____________________ technician works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them. CT.What are the traits of an exemplary PC technician? | T. A+. D. H&S. CT. |
| T.A(n) ____________________ is software that is designed and written to help solve problems. A+.What are the two exams that must be passed for A+ Certification? D.When someone initiates a call for help, the technician starts the process by creating a(n) ____________________. H&S.What are the general guidelines for beginning a phone call professionally? CT.Explain why the technician should repeat the problem back to the client. | T. A+. D. H&S. CT. |
| T.Explain why a professional technician should set and meet expectations with a customer. A+.Emphasize the importance of avoiding distractions during work. D.Describe skill that can assist in phone support. H&S.Review the guidelines for escalation, including the use of proper organizational channels. CT.Describe the type of information a customer expects about a technician's services. | T. A+. D. H&S. CT. |
| T.____________________ begins by interviewing the user. A+.Knowing how to ____________________ a problem to those higher in the support chain is one of the first things you should learn on a new job. D.What is the value in obtaining certifications and advanced degrees? H&S.Why is it important to involve a customer in the problem-solving process? CT. What is a ticket? | T. A+. D. H&S. CT. |
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