It 4.1

1
Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.
2
What is the primary responsibility of alevel-one helpdesk technician?
to solve simple problems
to update drivers and OS patches
to use remote diagnostic software
to gather pertinent customer information
3
A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?
Ask alevel-two technician to check on the customer satisfaction survey response.
Call the user daily to ensure the hard drive is working satisfactorily.
Follow up with the customer to verify that the problem has been resolved.
Inform the distribution center that the customer is satisfied with the repair.
4
A customer calls to complain that another technician was rude to them. In the past, the technicianhas received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
Listen to the complaint and explain that the coworker is frequently rude.
Tell the customer that they can call the supervisor if they have a complaint.
Listen to the complaint, apologize for the incident, and then offer to help the customer.
Ask the customer to submit theircomplaint in writing.
5
What is the recommended way to place customers on hold?
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
Ask and wait for permission before placingcustomers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
6
Why is good communication a critical part of successfully troubleshooting customer problems?
It helps technicians learn important details from the customer.
It ensures that customers will not complain about poor service.
It ensures that the technicianis in high demand on the job market.
It reduces the need to rely on technical manuals and online research.
7
Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
online help files
contact database
bug reporting tools
call queue management
remote diagnostics utility
8
Which task would be the responsibility of a level-twotechnician?
resolving computer problems that are limited to software errors
gathering information from the customer
directing the customer to the appropriate computer vendor for help
resolving computer problems that require opening up the computer
9
While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should thetechnician proceed?
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
10
Which statement is trueabout the role of stress when troubleshooting customer computer problems?
Reducing stress helps customers provide more useful information.
Increased stress helps improve focus on fixing the problem quickly.
Stressful situations are important for establishing good customer rapport.
Stress is one of the most useful resources available to the computer technician.
11
Which three pieces of...