CompTIA A+ Cengage Unit 11 - Lab Simulation 2

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician interrupts the customer.

Listened but interrupted the computer

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: OK, don't worry sweetie. We'll get that fixed for you ASAP.

Looking and behaving professionally

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: It's too soon to tell about that, sir. Turn on the monitor, then the computer, and tell me what's happening.

Proper and polite language

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: Hey, I don't make the computers. I just keep them running.

Taking ownership of the problem

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: Let me call him again and I'll get right back to you.

Taking ownership of the problem

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: I can certainly understand that you are not happy now. I'll get you running as quickly as possible. we need to check a few things together. Is the computer off or on right now?

Technician provided excellent customer service

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: Let me call you back in five minutes. I'll get in touch with the mail server administrator and see what the problem is.

Technician provided excellent customer service

Click the speaker button and listen carefully to the excerpt of dialog between a customer and a service technician. Then indicate whether the technician provided the appropriate level of customer service or the category where customer service could be improved. Technician: No, sir, not at all. So far, we're ruling out problems with the power to the unit. Sometimes it's something like that, something we take for granted that ends up helping to resolve the problem. I really appreciate you bearing with me. Turn on the monitor, then the computer, and tell me what's happening.

Technician provided excellent customer service