This quiz in 'Cisco IT Essentials Chapter 10: Communication Skills' assesses skills in identifying customer problems and handling different types of customers effectively. It evaluates understanding of key communication principles necessary for IT technicians.
Know,Relate,Understand
Relate,interrupt,end call
Understand,interrupt,pass on call
Day dream,whistle,hang up
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Maximum time on call (example: 30 minutes)
Maximum call time in queue (example: 10 minutes)
Number of calls per day (example: minimum of 30)
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Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
Do not exceed the allowed number and length of breaks.
Do not take a break or go to lunch if there is a call on the board.
Do not take a break or go to lunch at the same time as other
All of the above
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Set and meet a reasonable timeline for the call or appointment and communicate this to the customer.
Communicate service expectations to the customer as early as possible.
Communicate the repair status with the customer, including explanations for any delays.
Offer different repair or replacement options to the customer, if applicable.
Give the customer proper documentation on all services provided.
Follow up with the customer at a later date to verify satisfaction.
All of the above
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