Summary

Chapter 10: Communication Skills 237. What is the proper way to conduct a telephone call to troubleshoot a computerproblem?A. Always gather information from the customer and escalate the problem.B. Maintain professional behavior at all times.C. Ask personal questions to get better acquainted with the customer.D. Explain each step to help the customer understand the troubleshooting process.8. A user calls to report that his new computer is broken. The technician determines thatthe user is inexperienced and possesses a limited understanding of computer technology.How should the technician handle this call?A. Write up a brief trouble ticket and send a technician to the customer to resolve thecomputer problem.B. Attempt to gather information using a simple step-by-step process to determine theproblem.C. Explain technical terms to the customer to educate him so that he can describe theproblem.D. Direct the user to several websites to help him identify the problem.9. A customer calls, asking for help with an error code displayed on a computer runningLinux. The technician has limited experience with Linux. What should she do?A. Attempt the repair anyway.B. Apologize, and tell the customer that she hopes to receive training for Linux in thefuture.C. Gather information about the problem and escalate the call to a level-two technician.D. Direct the customer to the manufacturer’s website.10. Your office informs you that a customer will be contacting you by cell phone withinthe next ten minutes about an emergency. The customer does not contact you beforeyour next appointment with another customer. What should you do if the previous customercalls you while you are with the next customer?A. Call your supervisor.B. Let the call go to voice mail.C. Excuse yourself and take the call.D. Send the customer a text message.