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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. How could the technician have better handled the situation to avoid such a confrontation?（）
- A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
- B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
- C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
- D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.
参考答案
更多 “ 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. How could the technician have better handled the situation to avoid such a confrontation?（）A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.” 相关考题
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单选题A customer has a WebTrade application that initially uses the embedded LDAP to authenticate users. To enhance security, the customer decides to use OAM to authenticate some of the users against an external LDAP store. For this to work, a customer configured an OAMAuthenticator, but was not sure what to select for the Control Flag. What Control Flag should the customer choose?（）A
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the customer standing right in front of them.B
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Answer the call and talk to your friend at the customer site.B
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Ask another technician who has worked with this computer previously to learn about any other prior issues.B
Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.C
Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.D
Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
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Perform a full system backup.B
Follow up with the customer, verifying satisfaction.C
Ask their manager to contact the customer.D
Perform a complimentary virus scan.
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