Exam 3: Working With People in a Technical World

When you arrive at the customer's site,greet them with a ____.

The support technician decides when the work is done.

Organize your time by making ____ and sticking with them as best you can.

Describe the role of the help-desk technician.

____ has industry recognition,so it should be your first choice for certification as a PC technician.

____ is required if the customer must be told each key to press or command button to click.

____ customers are your customers who come to you or your company for service.

When a customer complains,be a(n)____________________ listener,and let customers know they are not being ignored.

Match each term with the correct statement below. -Entered into the call-tracking system and stays open until the issue is resolved

Match each term with the correct statement below. -Goes to a customer site in response to a service call and,if possible,repairs the PC on site

List three tips to work with a customer who is overly confident.

____________________ and advanced degrees serve as recognized proof of competence and achievement,improve your job opportunities,create a higher level of customer confidence,and often qualify you for promotions and other training or degrees.

When you're working with or talking to a customer,focus on ____.

Knowing how to effectively work with people in a technical world is one of the most sought-after skills in today's service-oriented work environments.

Probably the most significant indication that a PC technician is doing a good job is that customers are consistently ____________________.

____ a problem increases your value in the eyes of your coworkers and boss.

The most significant certifying organization for PC technicians is the ____.

The best way to give bad news is ____.

Hardware and software products generally have more technical ____________________ than just a user manual.

As a support technician,your goals can include ____ the user,as well as repairing the computer.