CISCO IT Essentials Chapter 10:Communication Skills

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CISCO IT Essentials Chapter 10:Communication Skills

One of the first tasks of the technician is to determine the type of ____ problem that the customer is experiencing.

Remember these three rules at the beginning of your conversation:

Talkative Customer A Talkative 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.

Rude Customer An Rude 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.

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.

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.

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.

You read a blog where two or three members have stopped discussing the issue and are simply insulting each other? These are called a____a and they occur in blogs and e-mail threads. (One or two word's )

As a technician, you should be _____ in all communications with customers. (Onw word)

As a technician, you should be professional in all communications with customers. For e-mail and text communications, there is a set of personal and business etiquette rules called (one word)

An SLA is typically a non-legal agreement that contains the responsibilities and liabilities of all parties involved.

Customer Call Rules specific rules a call center might have to handle , PICK 1

Call Center Employee Rules There are also other rules to cover general daily activities of employees:

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.

Customer Satisfaction The following rules should be followed by all employees to ensure customer satisfaction:

A call center environment is usually Not very professional and slow-paced.

To be a successful technician, you must practice good communication skills with customers and co-workers. These skills are as important as technical expertise.

There is a NO right way and a wrong way to put a customer on hold, or transfer a customer to another technician.

You must understand and comply with your customer's SLA.

A computer technician's job is _____. You rarely meet a customer who is having a good day.

There are NO ethical BUT only legal aspects of working in computer technology.

CISCO IT Essentials Chapter 10:Communication Skills

One of the first tasks of the technician is to determine the type of ____ problem that the customer is experiencing.

Remember these three rules at the beginning of your conversation:

Talkative Customer A Talkative 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.

Rude Customer An Rude 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.

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.

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.

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.

You read a blog where two or three members have stopped discussing the issue and are simply insulting each other? These are called a____a and they occur in blogs and e-mail threads. (One or two word's )

As a technician, you should be _____ in all communications with customers. (Onw word)

As a technician, you should be professional in all communications with customers. For e-mail and text communications, there is a set of personal and business etiquette rules called (one word)

An SLA is typically a non-legal agreement that contains the responsibilities and liabilities of all parties involved.

Customer Call Rules specific rules a call center might have to handle , PICK 1

Call Center Employee Rules There are also other rules to cover general daily activities of employees: 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.

Customer Satisfaction The following rules should be followed by all employees to ensure customer satisfaction:

A call center environment is usually Not very professional and slow-paced.

To be a successful technician, you must practice good communication skills with customers and co-workers. These skills are as important as technical expertise.

There is a NO right way and a wrong way to put a customer on hold, or transfer a customer to another technician.

You must understand and comply with your customer's SLA.

A computer technician's job is _____. You rarely meet a customer who is having a good day.

There are NO ethical BUT only legal aspects of working in computer technology.

Call Center Employee Rules There are also other rules to cover general daily activities of employees:

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.