Summary

Chapter 10: Communication Skills 21■The call center is a fast-paced environment. Level-one technicians and level-two technicianseach have specific responsibilities. These responsibilities may vary slightly fromone call center to another.Summary of ExercisesThis is a summary of the Labs, Worksheets, Remote Technician exercises, ClassDiscussions, Virtual Desktop activities, and Virtual Laptop activities associated with thischapter.WorksheetsThe following Worksheet covers material from this chapter. Refer to the Worksheet in ITEssentials: PC Hardware and Software Labs and Study Guide, Third Edition.Worksheet 10.1.0: Technician ResourcesClass DiscussionsThe following Class Discussions cover material from this chapter. Refer to these topics inIT Essentials: PC Hardware and Software Labs and Study Guide, Third Edition.Class Discussion 10.2.2: Controlling the CallClass Discussion 10.2.3: Identifying Difficult Customer TypesClass Discussion 10.3.0: Customer PrivacyCheck Your UnderstandingYou can find the answers to these questions in the appendix, “Answers to Check YourUnderstanding Questions.”1. What is a good rule for a call center technician to follow?A. Be proactive by avoiding speaking with upset or angry customers.B. Consider each new customer call a fresh start.C. Go with your first impression of the customer, and use Netiquette.D. Focus on how to repair the problem while the customer is speaking.