Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)

• Show favoritism to returning customers.
• Sympathize with customers regarding their negative views of a previous technician.
• Offer different repair or replacement options if possible.

What are two examples of displaying professional communication skills while talking to a customer choose two group answer choices?

What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)

• asking customers to paraphrase their explanations.
• the use of active listening, with occasional interjections such as “I see” or “I understand”

What command can a technician use on a computer to see if DNS is functioning properly?

What command can a technician use on a computer to see if DNS is functioning properly? Explanation: The nslookup command can be used to test DNS functionality.

What two roles or tasks are associated with the level one technician choose two group of answer choices?

Explanation: Level two technicians are primarily tasked with receiving and working on escalated work orders. Their tasks involve using remote access software to connect to the computer of a customer to perform maintenance and fixes.

What are two examples of displaying professional communication?

What are two examples of displaying professional communication skills while talking to a customer? The use of active listening, with occasional interjections such as “I see” or “I understand” Clarifying what customers say after they have finished their explanations.

What is considered good communication practice for a technician to use when a customer is explaining a computer problem?

What is considered good communication practice for a technician to use when a customer is explaining a computer problem? Ask occasional questions to clarify some points.

What is the function of the Nslookup utility?

Nslookup is a command-line utility that is used to send a query to DNS servers to resolve a specific host name to an IP address.

What are two symptoms that indicate that a computer system may be a victim of DNS spoofing?

Two of the biggest warning signs are (1) an increase in DNS activity from a single source about a single domain, which can indicate a Birthday attack and (2) an increase in DNS activity from a single source about multiple domain names, which can indicate attempts to find an entry point for DNS poisoning.

What should a technician avoid when dealing with a talkative customer?

What action should a technician avoid when dealing with a talkative customer? giving the customer a full minute to talk; asking closed-ended questions to regain control of the conversation; stepping in and attempting to refocus the customer; asking social questions such as “How are you today?”

What should a technician take when receiving a stressed call?

What approach should a technician take when receiving a call from a stressed customer? Ask the customer to telephone back when the customer is feeling less stressed. Ask the customer to hold, and then wait five minutes for the customer to calm down. Try to establish a rapport with the customer.

What’s the best response to a customer service call?

Here’s a response you can use: “ [Their name], I’m going to connect you with the [related department] department. [Employee’s name] can help you with this, he/she’s awesome! I’ve also gone ahead and briefed them about your situation, so you won’t have to re-explain anything.

Which is situation would require that support desk call be given the highest priority?

Which situation would require that a support desk call be given the highest priority? Some computers cannot log in to the network. A couple of computers have operating system errors. A user is requesting a RAM memory upgrade. The company cannot operate because of a system failure. Two users are requesting an application enhancement.