CISCO IT Essentials Chapter 10:Communication Skills

Good communication skills are essential for a technician to be successful in their job. Technicians often interact with customers and co-workers, and effective communication is necessary to understand and address their needs, provide clear instructions, and collaborate effectively. Technical expertise alone is not enough to excel in this role. Therefore, the statement that good communication skills are as important as technical expertise for a successful technician is true.

The correct answer is "computer" because the technician needs to determine the type of computer problem that the customer is experiencing. This could include hardware issues, software glitches, network connectivity problems, or any other technical difficulties related to the customer's computer.

To effectively serve and meet the needs of your customers, it is crucial to understand and comply with their Service Level Agreement (SLA). The SLA outlines the agreed-upon terms and expectations between the customer and the service provider, including response times, uptime guarantees, and other performance metrics. By understanding and adhering to the SLA, you can ensure that you are meeting the customer's requirements and providing the level of service they expect. Therefore, the statement "You must understand and comply with your customer's SLA" is true.

Inexperienced Customer
An inexperienced customer has difficulty describing the problem. These customers are usually not able to follow directions correctly and not able to communicate the errors that they encounter.

The given answer suggests that the three rules to remember at the beginning of a conversation are "Know, Relate, Understand." This implies that in order to have a successful conversation, one must first strive to know the other person, then relate to them, and finally seek to understand their perspective. By following these steps, individuals can establish a strong foundation for effective communication and build rapport with others.

Netiquette refers to the set of personal and business etiquette rules that technicians should follow when communicating with customers through email and text. It is important for technicians to maintain professionalism in their communication to ensure effective and respectful interactions with customers. By adhering to netiquette guidelines, technicians can establish a positive impression, build trust, and maintain good customer relationships.

some may be like wonga. BUT A call center environment is usually very professional and fast-paced. It is a help desk system where customers call in and are placed on a callboard. Available technicians take the customer calls. A technician must supply the level of support that is outlined in the customer's SLA.

Flame wars refer to heated and aggressive arguments that take place online, particularly in blogs and email threads, where individuals stop discussing the issue at hand and instead resort to insulting and attacking each other. It is a term used to describe the escalation of conflict and hostility in online communication platforms.

The correct answer is "stressful" because the statement suggests that a computer technician's job is filled with challenges and difficulties, as indicated by the phrase "You rarely meet a customer who is having a good day." This implies that the nature of the job is demanding and can often lead to stress and frustration.

Knowledgeable Customer
A knowledgeable customer wants to speak with a technician that is equally experienced in computers. This type of customer usually tries to control the call and does not want to speak with a level-one technician.

The correct answer is "all of the above" because all of the mentioned rules are important for ensuring customer satisfaction. Setting and meeting a reasonable timeline and communicating it to the customer helps manage their expectations. Communicating service expectations early on allows the customer to plan accordingly. Keeping the customer updated on the repair status and providing explanations for any delays helps maintain transparency and trust. Offering different repair or replacement options gives the customer choices and flexibility. Giving proper documentation ensures that the customer has a record of the services provided. Following up with the customer later on allows for feedback and ensures their satisfaction.

As a technician, it is important to maintain a professional demeanor in all communications with customers. This means conducting oneself in a respectful, courteous, and knowledgeable manner. Being professional helps to establish trust and credibility with customers, and ensures that their needs are effectively addressed. It also reflects positively on the company and helps to maintain a positive reputation.

There is a right way and a wrong way to put a customer on hold, or transfer a customer to another technician. Learn and use the right way every time. Doing either of these operations incorrectly can cause serious damage to your company's relationship with its customers.

Some of the contents of an SLA usually include the following:

Response time guarantees (often based on type of call and level of service agreement)
Equipment and software that is supported
Where service is provided
Preventive maintenance
Diagnostics
Part availability (equivalent parts)
Cost and penalties
Time of service availability (for example, 24x7; Monday to Friday, 8 a.m. to 5 p.m. EST; and so on)

There are ethical and legal aspects of working in computer technology. You should be aware of your company's policies and practices. In addition, you might need to familiarize yourself with your state or

A talkative customer discusses everything except the problem on the call. The customer often uses the call as an opportunity to socialize. It can be difficult to get a talkative customer to focus on the problem.

Angry Customer
An angry customer talks loudly during the call and often tries to speak when the technician is talking. Angry customers are usually frustrated that they have a problem and upset that they have to call somebody to fix it.

The explanation for the correct answer "All of the above" is that all of the given rules are mentioned in the passage. The passage states that employees should arrive at their workstation on time and early enough to become prepared, not exceed the allowed number and length of breaks, and not take a break or go to lunch if there is a call on the board or at the same time as others. Therefore, all of the rules mentioned in the passage are included in the correct answer.

Maximum time on call (example: 15 minutes)
Maximum call time in queue (example: three minutes)
Number of calls per day (example: minimum of 30)

A rude customer complains during the call and often makes negative comments about the product, the service, and the technician. This type of customer is sometimes abusive and uncooperative and gets aggravated very easily.