ch 13. cpt 209
Terms in this set (24)
What is the correct way to conduct a telephone call to troubleshoot a computer problem?
Maintain professional behavior at all times.
What is a recommended technique for a technician who is both troubleshooting a problem and also trying to help a customer relax?
Establish a good rapport with the customer.
A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?
Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.
What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)
spending time explaining what caused the problem & putting the customer on hold or transferring the call
A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?
Signal to the colleague to wait.
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Allow the customer to speak for one minute and then try to refocus the conversation.
What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)
the use of active listening, with occasional interjections such as "I see" or "I understand" & clarifying what customers say after they have finished their explanations
Which statement describes a best practice related to time management?
The technician should make sure to call the customer back as close to the callback time as possible.
Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)
Offer different repair or replacement options if possible. & Communicate the repair status with explanations of any delays.
The _______ is a contract defining the agreed-on level of support between a customer and a service vendor.
During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?
Keep it confidential.
Which statement is characteristic of most personal software licenses?
A user is allowed to install the software on only one computer.
What is the definition of cyber law?
the collection of international, country, and local laws that affect computer security professionals
Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)
Contact a first responder. & Document as much information as possible.
When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?
When performing computer forensics what is required to prove a chain of custody?
proper documentation procedures
A technician has found possible illegal content on the hard drive of a customer computer. When should a computer forensics expert be brought in?
after the content is classified as illegal
A technician is analyzing a computer that may have been used for illegal activity. What are two examples of volatile data? (Choose two.)
network connections that are open & users who are logged in to the computer
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
Call the customer back to ask any additional questions and resolve the problem.
What is a reason to escalate a problem from a level one technician to a level two technician?
when drivers, applications, or operating systems need to be installed
What are three pieces of information a level one technician should gather from a customer? (Choose three.)
contact information & description of the problem & details of any recent changes to the computer
Which situation would require that a support desk call be given the highest priority?
The company cannot operate because of a system failure.
When does a level one technician prepare an escalated work order?
when a problem cannot be resolved within a predetermined amount of time
Which statement best describes a call center?
It is a place that exists within a company and provides computer support to both employees and customers of the company.
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