单选题While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?()A Ask the customer permission to put them on hold and listen politely

题目
单选题
While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?()
A

Ask the customer permission to put them on hold and listen politely to the co-workers stories.

B

Put the customer on hold just for a few minutes and join the conversation.

C

Forward the customer to another technician and join the conversation.

D

Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

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相似问题和答案

第1题:

A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?()

A. Ask another technician who has worked with this computer previously to learn about any other prior issues.

B. Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.

C. Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.

D. Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.


参考答案:B

第2题:

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?()

  • A、End the call quickly, even if a solution has not been found.
  • B、Ask the caller to call back in a while.
  • C、Put the caller on hold briefly and take a deep breath.
  • D、Pass the caller to another support representative.

正确答案:C

第3题:

A technician is dispatched to a location. While working, the technician’s cell phone rings. Which of the following actions should the technician take?()

A. Answer the call to determine its importance.

B. Ignore the call and return the call from a land line.

C. Answer the call and leave the location in order to talk.

D. Silence the phone and allow the call to go to voice mail.


参考答案:D

第4题:

Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?()

  • A、The technician should always bend at the waist and lift with their arms.
  • B、The technician should seek assistance from an available customer.
  • C、The technician should always bend at the waist and lift with their back.
  • D、The technician should get assistance from another technician.

正确答案:D

第5题:

A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?()

  • A、Ask another technician who has worked with this computer previously to learn about any other prior issues.
  • B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
  • C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
  • D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

正确答案:B

第6题:

A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?()

A. Transfer the customer to another technician, who can allocate more time to the issue.

B. Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.

C. Listen to what the customer has to say and calmly recommend the best course of action.

D. Use technical language to demonstrate knowledge and expertise to the customer.


参考答案:C

第7题:

A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?()

  • A、Immediately forward the call to the vendor.
  • B、Give the information to the caller.
  • C、Hang up on the caller immediately and report the call to upper management.
  • D、Politely refuse to give the information and end the call.

正确答案:D

第8题:

Which of the following describes the BEST course of action when a user continuously calls atechnician with computer issues instead of the helpdesk?()

A. Put all other work orders on hold and assist the user with all their computer issues.

B. Have another technician take over support calls for this user.

C. Explain that the user needs to fill out a work order for the computer problems.

D. Ask the user to call another technician for more in-depth assistance.


参考答案:C

第9题:

While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?()

  • A、Ask the customer permission to put them on hold and listen politely to the co-workers stories.
  • B、Put the customer on hold just for a few minutes and join the conversation.
  • C、Forward the customer to another technician and join the conversation.
  • D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

正确答案:D

第10题:

A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?()

  • A、Transfer the customer to another technician, who can allocate more time to the issue.
  • B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
  • C、Listen to what the customer has to say and calmly recommend the best course of action.
  • D、Use technical language to demonstrate knowledge and expertise to the customer.

正确答案:C

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