IT Essentials Chapter 10 V4.0 Hun

The correct answer is to patiently wait until the client finishes speaking and then present the possible solution. This approach shows respect for the client's perspective and allows them to fully express their concerns before offering a solution. Interrupting the client or immediately presenting the solution may come across as dismissive or not fully understanding the problem.

Asking the customer for their consent before putting them on hold shows respect for their time and allows them to make a decision. It ensures that the customer is aware of the situation and gives them the opportunity to express any concerns or preferences. This approach promotes good customer service by acknowledging the customer's needs and preferences.

The three guidelines that should be followed when receiving a customer's call are: determining the customer's level of computer knowledge, using concise communication to establish a one-on-one connection with the customer, and addressing the customer by name.

The recommended actions when handling a customer's phone call are to be assertive and ready to present alternative options. Being assertive helps in providing clear instructions and guidance to the customer, ensuring effective communication. Additionally, being prepared with alternative solutions allows for flexibility and problem-solving, enhancing customer satisfaction.

The correct answer is to listen carefully to the customer and try to solve their problem. This approach shows empathy towards the customer's dissatisfaction and demonstrates a willingness to address their concerns. By actively listening and attempting to find a solution, the professional can help calm the customer and improve their overall experience with the service.

The technician gathers information from the client in order to understand the computer problem better. This step is crucial for diagnosing the issue accurately and providing an appropriate solution. By collecting information, the technician can assess the symptoms, potential causes, and any specific error messages or behaviors exhibited by the computer. This helps in narrowing down the problem and determining the necessary steps to resolve it effectively.

Egy elsőszintű technikus általában három feladatot végez: a munkalapon lévő összes információ dokumentálása, problémák sorrendbe állítása és információgyűjtés az ügyféltől. A munkalapon lévő információk dokumentálása segít nyomon követni és rögzíteni a problémákat, valamint a megoldásokat. A problémák sorrendbe állítása lehetővé teszi a prioritások meghatározását és hatékonyabb megoldások kialakítását. Az ügyféltől történő információgyűjtés pedig segít a probléma megértésében és a megfelelő megoldás kialakításában.

A dühös ügyfél kezelésekor a szakember két dolgot tehet a problémamegoldáshoz. Először is, engedje meg az ügyfélnek, hogy elmagyarázza a problémáját, így oszlatva el a mérgét. Ez segít megérteni az ügyfél szempontjait és lehetőséget ad a probléma megoldására. Másodszor, a szakembernek ki kell fejeznie együttérzését az ügyfél problémájával kapcsolatban. Ez segít a bizalom kiépítésében és a konfliktus csökkentésében.

The three relaxation techniques that can help reduce stress from assisting customers in a telephone customer service are: going for a quick walk, listening to soothing music, and practicing relaxation breathing. These activities can help individuals relax their mind and body, reduce tension, and promote a sense of calmness. Going for a walk allows for physical movement and a change of environment, which can help clear the mind. Listening to soothing music can have a calming effect on the nervous system. Practicing relaxation breathing involves deep, slow breaths that can help regulate heart rate and promote relaxation.

The technician can establish a good relationship with the customer by allowing the customer to speak without interruption and addressing them by name whenever possible. This shows respect and attentiveness towards the customer. By giving the customer the opportunity to express themselves and actively listening to their concerns, the technician can create a positive interaction and build trust with the customer.

To handle an inexperienced customer's call, it is important to use simple, step-by-step instructions and speak in plain language to ensure clear communication. This helps the customer understand the troubleshooting process and follow the instructions easily. By explaining the possible causes of the issue, the customer gains a better understanding of the problem and can potentially avoid it in the future. However, criticizing the customer is not a recommended approach as it may discourage them from seeking help in the future. Initiating a conference call with a second-level technician may be necessary for complex issues that require further expertise.

The correct answer is to let the customer speak without interruption and then try to ask closed-ended questions to gather the necessary information. This approach allows the customer to fully express their concerns and provides an opportunity for the expert to gather specific details through targeted questions. Interrupting the customer may hinder their ability to communicate effectively and could result in missing important information. Using closed-ended questions helps to gather specific information efficiently and effectively.

The two characteristics required for this type of position are good hearing comprehension and displaying expert behavior at all times.

The two guidelines that demonstrate proper netiquette are: starting every electronic email with the appropriate greeting and not responding to "flames". The other options do not align with proper netiquette. The first option suggests sending mass emails to reduce the time it takes for information to spread, which is not considered polite or respectful. The third option suggests using capital letters for better readability, but this is generally seen as shouting and is not recommended. The fourth option suggests sending electronic emails for personal and sensitive information, which goes against the principle of privacy and security in online communication.

A szakembernek a hívásátirányítás során a következő három információt kell megadni: a nevünket, az eset azonosító számát (ticket), és az átirányított ügyfél nevét. Ezek az adatok segítenek az ügyfélszolgálati munkatársnak azonosítani a hívást, az esetet és az érintett ügyfelet.

The three common elements of a Service Agreement are supported software, diagnostic procedures, and service location.

The customer wants to add two additional computers to an existing Service Agreement without incurring any additional costs. This is an example of an SLA exception that needs to be escalated to the manager.

Az első helyes válasz szerint udvariasan kell vágunk az ügyfél szavába, hogy visszatereljük a szót a problémára. Ez azért fontos, mert így hatékonyabban tudjuk kezelni az ügyfél panaszát vagy kérdését. A második helyes válasz szerint amíg az ügyfél beszél, gyűjtsünk minél több információt, mert ez segít abban, hogy teljes képet kapjunk a problémáról. A harmadik helyes válasz szerint hagyjuk, hogy az ügyfél egy percig beszéljen, majd próbáljunk a valódi problémára koncentrálni. Ez fontos, mert így megmutatjuk az ügyfélnek, hogy tényleg érdekel minket a problémája és segítséget nyújtunk neki.