33 terms

Nocti 1: Professional Standards, Ethics, and Business Practices


Terms in this set (...)

Apologize for the inconvenience and offer to help her now
A customer complains because she has been on hold for a long time and has been transferred several times. What should you do?
Hang up on him because he can't follow directions
A customer on the telephone can't understand your directions. What is the one thing that you should not do?
Thank the customer for his or her business
What is the last thing you should do to complete a service call?
Remain in control of the call and gather relevant information from the customer
When taking a call from a customer what is important for the technician to do?
Remain calm and not make situations personal
An important thing to remember when helping an angry customer is to do which of the following?
Ignore the call and let the voicemail answer the call
You are working at a customer site and you get a personal phone call. What should you do?
forward the request to the superior
what employee should do when he received an external request for customer information
install extra computer components to increase the bill
it is considered unethical or not acceptable business practice
upward communication
a subordinate ask for clarification of instructions given by a superior
All Rights Reserved
that the copyright holder reserves all the rights provided by copyright law
that something came from another source
A list of sources that used as a reference for research and reports
the source of information or quoted material in a short note
officially examining books suppressing unacceptable parts
Derivative Work
A "work" created by altering or changing an existing work
breaking the law, agreement; violation of copyright
A protection grounded in the U.S. Constitution and granted by law for original works of authorship fixed in a tangible medium of expression; covers both published and unpublished works
Intellectual Property
Creations of the mind, both artistic and commercial
An email message that cannot be delivered to an email address and gets sent back to the sender
Carbon Copy
a CC on the email who needs to know about the email
An electronic message sent using a network such as the Internet
A set of principles of right conduct; a theory or a system of moral values; the rules or standards governing the conduct of a person or the members of a profession
Fair Use
allows the use of copyrighted works in reporting or research
a licensed software that can be copied or shared for free
a licensed software that can be copy and share for a trial period but payment must be pay for permanent use
Software Licenses
A legal contract that defines the ways in which you may use a computer program
Open Source
Software that is available for free and may be redistributed and modified
Public Domain
Rights that belong to the community and not protected by copyright

or patent and are subject to use by anyone
a law that protects inventions or discoveries
The unauthorized use, distribution, or reproduction of another's work
Payment to the holder of a copyright or resource for the right to use their property
Royalty Free
Prepared material that can be used—legally—without paying a fee to the artist, publishing company, etc...
A name, symbol, design identifying a product