單項(xiàng)選擇題

A customer reports the optical drive is no longer responding. Which of the following questionsshould be asked FIRST?（）

A. “Did you log in with an administrator account?”
B. “Have you been to any inappropriate websites?”
C. “What have you changed since the optical drive worked properly?”
D. “What has changed since the optical drive worked properly?”

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單項(xiàng)選擇題

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.

單項(xiàng)選擇題

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.

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A customer reports the optical drive is no longer responding. Which of the following questionsshould be asked FIRST?（）

你可能感興趣的試題

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?（）

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