A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer.<br /> How could the technician have better handled the situation to avoid such a confrontation?（）..

第1题

[] The most important customer a technician has is:（）

A、A. the customer standing right in front of them. B、B. the customer who owes the company the most money. C、C. the customer calling on the phone. D、D. the customer they have an appointment with in an hour.

点击查看答案

第2题

[单选题] We shall（）some ports in Canada.

A、call at B、call on C、call in D、call up

点击查看答案

第3题

[单选题] Several users have recently been calling the helpdesk about a recent network outage. These calls have increased in the last hour and are all by different users calling about the same issue. Which of the following types of communication skills should the helpdesk technicians MOST likely exercise while answering each call? （）

A、Talk to co-workers while interacting with customers to help diagnose the issues B、Be culturally sensitive C、Provide each user with a complete, detailed report of the current outage status D、Listen and do not interrupt a customer and then provide a brief status update

点击查看答案

第4题

[单选题] A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）

A、Ask the customer to wait and answer the phone call. B、Talk on the phone while listening to the customer. C、Hand the phone to a coworker to answer the call. D、Silence the phone and then listen to the customer.

点击查看答案

第5题

[多选题] You want to customize access to the corporate network so that agentiess users are instructed to obtain a certificatebefore accessing the network.Which two configurations solve this problem? （）

A、Create a custom sign-in page with specific instructions in the "Instructions" field. B、Create a custom sign-in page with specific "Missing Certificate" messages in the "Custom error messages" field. C、Create a custom sign-in policy with specific instructions in the "Instructions" field. D、Create a custom sign-in notification and assign it to the "Pre-Auth Sign-in Notification" in the sign-in policy.

点击查看答案

第6题

[单选题] If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）

A、End the call quickly, even if a solution has not been found. B、Ask the caller to call back in a while. C、Put the caller on hold briefly and take a deep breath. D、Pass the caller to another support representative.

点击查看答案

第7题

[多选题] Which two benefits does Cisco Unified CallConnector provide to customer communications?（）

A、status of coworkers before placing a call B、Connect feature in Communications Manager Express C、IM contacts imported to an IP Phone D、click-to-dial access only for WebEx meetings E、Screen Pops for incoming calls

点击查看答案

第8题

[多选题] Click the Exhibit button. What two must the programmer do to correct the compilation errors? （）

A、insert a call to this() in the Car constructor B、insert a call to this() in the MeGo constructor C、insert a call to super() in the MeGo constructor D、insert a call to super(vin) in the MeGo constructor E、change the wheelCount variable in Car to protected F、change line 3 in the MeGo class to super.wheelCount = 3;

点击查看答案

第9题

[单选题] The customer has recently installed a pSeries p5-570 with EMC attached disk storage. After installation， the customer complained that the disk access appeared to be too slow. How should the pSeries technical specialist best assist the customer？（）

A、Recommend the customer call EMC. B、Recommend the customer call IBM hardware support. C、Recommend the customer contact SupportLine. D、Recommend the customer re-creates the volume groups.

点击查看答案

请使用微信扫码支付