Customer Service Assessment

An angry customer has called and is upset about a delay in the repair of their computer. After answering the phone, which of the following actions should a technician take FIRST?

  1. Place the customer on hold.
  2. Listen to the customer's concerns.
  3. Tell the customer that it is the part supplier's fault and provide the supplier's number.
  4. Ask the customer to call back later to speak with a supervisor.

A technician is diagnosing a customer's computer and observes that the computer is sluggish and unresponsive. Which of the following actions should the technician take ?

  1. Explain to the customer that the computer is outdated and the technician needs to take it back to the shop to fix it.
  2. Explain the problem to the customer and show the customer how to defragment the system.
  3. Perform a system restore on the computer.
  4. Explain the problem to the customer in basic terms and recommend a solution.

You are fixing a problem for a user. The problem is taking longer to solve than you had originally expected, and you have a department meeting to attend. What should you do?

  1. Excuse yourself to go to the meeting and return later to finish fixing the problem.
  2. Excuse yourself to call your department manager and explain the situation.
  3. Continue working on the user's problem until it is solved even if it means missing the meeting.
  4. Tell the user that you have a more pressing problem that needs to be solved and return later to finish fixing the problem.

It is 9:00 AM and you are repairing a customer’s computer that must beready by 3:00 PM because it was promised to the customer. The phonesuddenly rings, and you answer to find that it is a new customer callingabout a problem with their computer. Which is the best way to deal withcustomer support on the telephone?

  1. Do nothing except focus on the customer and their problem. You shouldwrite down key points during the conversation, starting with their name.
  2. You should continue to work on the computer repair while listening tothe customer. This is the most efficient use of time and your supervisorwill be pleased.
  3. Have the customer call back later after another employee comes into theshop.
  4. Tell the customer you are in the middle of an important repair and thatyou will return their call later in the day. Take down their name andtelephone number.

Which is the most expensive element of customer service?

  1. Employee wages.
  2. Support software.
  3. Support hardware.
  4. Technical support articles and Web site access.

The company you work for performs computer system repairs in additionto selling new computers and hardware. A repair ticket is completed at thetime of repair. The status of the repair is also recorded on the ticket. Someitems that may be recorded on the ticket are when the repair was completedor when parts were ordered for the repair. Mr. Smith dropped his computeroff at your company computer shop three days ago. The repair wasassigned to Joe and he is not in at the moment. You answer the phone andfind Mr. Smith is calling to find out the status of the repair of his computer. What is the most appropriate response to Mr. Smith’s inquiry?

  1. Tell Mr. Smith that his computer is being worked on by Joe who is not intoday and that Joe will call him back when he returns.
  2. Tell Mr. Smith to hold for a minute while you check the status of therepair ticket.
  3. Tell Mr. Smith that you are not the one that has been assigned to hisrepair and to call back later.
  4. Tell Mr. Smith to come by the shop and pick up the computer. The computeris most likely repaired, but if it isn’t, you can have it repaired before he gets there.

When is it proper to use all uppercase letters in an e-mail?

  1. When emphasizing an important point.
  2. When making a list of steps in sequential order.
  3. When listing parts in an e-mail.
  4. Uppercase is never appropriate in an e-mail.

A customer calls and starts yelling about how she brought her computerhome to find it has the same problem it had before she brought it in forrepair. What is the first thing you should do?

  1. Smile so that the customer will sense your willingness to help her.
  2. Let the customer finish speaking and venting her anger.
  3. Interrupt her by asking her what it will take to make her satisfied.
  4. Hang up, and hope she will call back when she is in a better mood.

A customer brings into the shop a computer exhibiting a problem you havenever encountered before. Which of the following responses would beappropriate?

  1. Yes, we can fix that.
  2. Yes, we fix that type of problem all the time.
  3. I’ve never fixed that type of problem before.
  4. I don’t know if I can fix it, but I’ll try.

You need to explain the cause of a boot failure to a customer. Which of thefollowing explanations would build the customer’s confidence in yourcompany?

  1. A virus corrupted the MBR.
  2. A virus corrupted the master boot record.
  3. A virus corrupted the boot sector, which stores partition information.
  4. A virus corrupted an area of the hard drive that is required for startup.

A customer uses foul language because you will not write a receipt for morevalue than the actual cost of the repair. You can tell that the customer isintoxicated. What is the first thing you should do?

  1. Write the receipt for the amount he specifies.
  2. Politely ask him to leave.
  3. Call the police.
  4. Respond with empathy.