Chapter 4.3

Describe Service Level Agreement (SLA) in IT professional and ethics.

•    A written document on manual handling.

• A contract between a manufacturer and a service provider.

• A contract between service provider and a customer on the scope of service provided.

• A verbal document between a service provider and a customer on sales and purchase of the devices

Choose the CORRECT situation for using netiquette.

• A legally recognized subject or national state or commonwealth states.

• Good online behavior when using the internet.

• Guidance for netizen to practice good online behavior to maintain a welcoming and respectful community.

• A way in which a thing is done or happened.

Show the CORRECT action to transfer a customer phone call from a level one technician to a level two technician.

• Stay positive by focusing on what can be done to help.

• Inform the customer, to whom the call will be transferred and why.

• Set and find a reasonable timeline for a call or appointment and communicate it to the customer.

• Transfer customer phone call without informing the customer.

Choose the CORRECT attitude while working with customer.

• Make customer wait online without being notified.

• Interrupt customer when necessary.

• Let the customer finish talking before giving the respond.  

•   Always show our expertise to the customer.

Based on statement below, interpret the rules in the beginning of the conversation between customer and technician.

" Call your customer by name"

 

• Relate

• Believe

• Know

• understand

Choose the CORRECT action that a technician should take to ensure the information is not being accessed by an unauthorized user

• Document all information in a log file.  

• Keep all confidential information and follow security rules.

• Send this information to the technician manager.

• Backup the information just in case customer needs it someday

Choose the CORRECT reason why IT Technician should have excellent communication skills and professionalism.

• This will help in enhancing their credibility with customer

• This will help them to pursue their dream.

• This will help to solve their technical issues.

• This will help them to get popular

Determine the CORRECT response as a chief of technician, when customer complain about poor service by your employee.

• Put the customers on hold without informing them.

• Verify that the computer is now working properly.

• Explain that the technician is inexperienced.

• Listen to the complaint and apologize for any inconvenience, the schedule a service for customer by an experienced technician.

Select the CORRECT way when dealing with rude customer.

                                             I.            Listen very carefully to their problems.

                                           II.            Put the customer on hold

                                         III.            Apologize for the waiting time and inconvenience if any.

                                        IV.            Encourage talking about unrelated problems.

• I and II

•   I and III 

• II and III

• II and IV

As a call center technician, show the proper way to keep a talkative customer focused on the problem that he is reporting.

                                 I.            Never interrupt a customer

                               II.            Ask as many closed-ended questions as you need.

                             III.            Put a customer in hold or transfer the call.

                            IV.            Gather as much information about the problem as possible.

•   I and II

• I and III

• II and III

• I, II and IV