IT Essentials - Communications - Chapter 10

Using jargon and abbreviations when talking to an inexperienced customer is not recommended. It can create confusion and make it difficult for the customer to understand the information being conveyed. It is important to use clear and simple language when communicating with customers to ensure effective communication and avoid any misunderstandings.

Netiquette refers to the set of personal and business rules that govern email and text communications. It encompasses guidelines on proper behavior, etiquette, and manners when interacting online. Netiquette helps to ensure effective and respectful communication in the digital realm, promoting professionalism and avoiding misunderstandings or conflicts. It includes principles such as using proper grammar and punctuation, being concise, avoiding offensive language, respecting others' privacy, and refraining from spamming or forwarding chain emails. Following netiquette is essential for maintaining positive online relationships and fostering a productive and harmonious digital environment.

The statement "Do not use a customer's company IT resources for commercial purposes" is true. This means that it is not appropriate to utilize the IT resources of a customer's company for personal or commercial gain. It is important to respect the boundaries and policies set by the customer and not misuse their resources for personal benefit.

The given answer is "False, No" which is correct. A SLA (Service Level Agreement) is a contractual agreement between a service provider and a customer that outlines the specific services to be provided, performance metrics, and responsibilities of both parties. It is not a legal agreement between a customer and a service technician, and it does not confirm specific services performed on equipment not covered by any warranty. Therefore, the statement is false.

A talkative customer is someone who enjoys talking and engaging in conversation. They may discuss various topics and share their thoughts and opinions, but they tend to avoid discussing the actual problem or issue at hand. This could be because they are more interested in socializing or diverting attention away from the problem.

The correct answer is "two". In this context, the word "level" implies a hierarchy or ranking system. Therefore, when comparing two technicians, the one labeled as "level two" would typically be considered more knowledgeable than the one labeled as "level one".

Ergonomics refers to the study of designing and arranging the work environment in a way that promotes efficiency, comfort, and safety for the worker. It involves considering factors such as the layout of equipment, furniture, lighting, and even the placement of tools and materials. A well-designed ergonomic work area can enhance productivity, reduce the risk of injuries or strains, and improve overall job satisfaction. On the other hand, a poorly designed work area can lead to discomfort, fatigue, and decreased productivity.

The given answer is "true" and "yes". This implies that the statement being discussed is true or valid.

The correct answer is "rude." This word accurately describes a customer who complains during the call and frequently makes negative comments about the product, service, and technician. A rude customer is someone who displays impolite, disrespectful, or offensive behavior, which is likely the reason for their negative comments and complaints.

Time management refers to the practice of organizing and planning one's activities in order to make the most efficient use of time. Prioritizing activities is a key aspect of time management as it helps individuals allocate their time and resources effectively. By identifying and focusing on the most important tasks, individuals can ensure that they are making progress towards their goals and maximizing their productivity. Therefore, for effective time management, it is crucial to prioritize activities.

A talkative customer is the only type of customer that should be politely interrupted. This suggests that other types of customers should not be interrupted, indicating that it is important to listen and allow them to express themselves fully. Interrupting a talkative customer may be necessary to redirect the conversation or address their needs more efficiently. Therefore, the correct answer is "talkative."

If a customer complains that they have been on hold for a long time and have been transferred several times, apologizing and offering to help now is the correct response. This shows empathy towards the customer's frustration and willingness to assist them immediately. It acknowledges their inconvenience and demonstrates a proactive approach to resolving their issue promptly.

The final action to complete a service call is to explain how the problem was fixed and close with the customer. This step is important because it ensures that the customer understands what was done to resolve the issue and provides them with a sense of closure. Additionally, closing the call with the customer helps to establish good customer service by showing appreciation for their business and addressing any remaining questions or concerns they may have.

All of the options mentioned (emails, phone lists, hard copies of files) can contain sensitive or personal information that should be handled ethically. Emails can contain private conversations or confidential attachments, phone lists may include contact details that should be protected, and hard copies of files can contain sensitive data that needs to be safeguarded. Therefore, all of these options are subject to ethical customs.

The correct answer is "All of the above" because a Service Level Agreement (SLA) typically includes all of the mentioned elements. Diagnostics are included in an SLA to ensure that any issues or problems with the service can be identified and resolved. Costs and penalties are also specified in an SLA to outline the financial consequences for not meeting the agreed-upon service levels. Additionally, an SLA specifies where the service will be provided, whether it is on-site, remotely, or through a specific location or platform. Therefore, all of these elements are commonly found in an SLA.

A good rule for a call centre technician to follow is to consider each new customer call a fresh start. This means that the technician should approach every call with an open mind and without any preconceived notions or biases. By doing so, the technician can provide the best possible customer service experience and ensure that each customer is treated individually and with respect. This rule encourages the technician to give their full attention to each customer and address their concerns effectively, without carrying over any negative experiences from previous calls.

Communication and computer repair are the most important skills for a technician to have. Communication is crucial as technicians need to effectively communicate with clients, colleagues, and superiors to understand and address technical issues. It also helps in providing clear instructions and explanations to non-technical individuals. Computer repair is essential as it enables technicians to diagnose and fix hardware and software problems, ensuring the smooth functioning of computer systems. These two skills combined allow technicians to effectively troubleshoot and resolve technical issues, providing quality service to clients.

When telling the customer that they need to service the system and data loss may occur, it implies that the process of reinstalling the operating system may result in the loss of their data. This explanation prepares the customer for the possibility of losing their files, ensuring that they are aware of the potential risk involved in the repair process.

When dealing with an angry customer, it is important to focus on finding a solution rather than just talking about the problem. Spending too much time discussing the issue without taking any action may frustrate the customer further. Asking the customer to repeat the information can be seen as a lack of attentiveness and may aggravate them. Similarly, placing the customer on hold until someone else can assist them can be perceived as a lack of priority and may escalate their anger. Sympathizing with the customer's problem, apologizing for the wait time, and actively working towards a resolution are all recommended approaches for handling an angry customer.