What is the three rules to remember at the beginning of a conversation?
100
Discusses everything except the problem on the call.
What is talkative?
100
Interrupt while the client is talking to correct or inform him or her.
What is don't.
100
By writing an appropriate greeting.
What is 'how do you start a letter'?
100
There are 7 errors.
What is spelling errors in the title of this project?
200
"Let me see if I understand what you've told me..."
What is paraphrasing (a good way to show that you have listened to a customer)?
200
Talks loudly during the call and often tries to speak when the technician is talking.
What is umad?
200
Make negative remarks about other technicians to the client.
What is don't.
200
Writing so as not to seem like one is 'shouting'.
What is mixed case?
200
A computer keyboard designed to minimize muscle strain and a host of related problems.
What is ergonomic keyboard?
300
Questions that focus on obtaining specific information.
What is a closed-ended question?
300
Wants to speak with a technician that is experienced in computers. Usually tries to control the call and does not want to speak with a level-one technician.
What is experienced?
300
Talk to co-workers about unrelated subjects when talking with the customer.
What is don't.
300
Writing so as not to start a war.
What is avoiding flame wars.
300
A contract that defines expectations between an organization and the service vendor to provide an agreed upon level of support.
What is an SLA?
400
Questions that irritates the customer and shows that you were not listening.
What is asking already answered questions?
400
Are usually not able to follow directions correctly and not able to communicate the errors that they encounter.
What is inexperienced?
400
Smile when speaking.
What is do.
400
Treating others how you would want to be treated.
What is respect? (the golden rule, etc.)
400
[DOUBLE JEOPARDY]
What is the most current version of Android OS?
What is 4.0 Ice Cream Sandwich?
500
Something you must use while the client is describing his or her problem.
What is active listening skills?
500
Complains during the call and often makes negative comments.