Match the following positive worker traits to their descriptions.

Match the following positive worker traits to their descriptions.

Identify the characteristics needed to be a dependable and reliable technician to the customer. Choose all that apply.

Identify the technician characteristics needed to keep a positive and helpful attitude toward the customer. Choose all that apply.

When your initial contact with a customer is by phone, before you begin customer support the first thing you should identify is  _________________. Choose all that apply.

Prepare for on-site visits by reviewing information given to you by the person who took the customer call. Identify what you should know before making the onsite visit. Choose all that apply.

When making onsite calls a technician should be prepared and arrive with a full set of tools / equipment. It is better to have extra tools that are not used, than it is to be missing a needed tool.

As you work with a customer on site, try to avoid distractions but it is acceptable to accept personal calls or texts on your cell phone, as long as you are discrete.

As you work at a customer site, be as unobtrusive as possible. Consider yourself a guest in the customer’s office or residence. Don’t make a big mess. Keep your tools and papers out of the customer’s way. Don’t pile your belongings and tools on top of the user’s papers, books, and so forth.

The customer has called you in to fix the problem. It is expected that you will take over the mouse and/or keyboard from the user without permission.

You are at a customer site troubleshooting a problem. You need to ask a coworker for technical assistance and you are in a dead zone with no cell phone access. The customer is currently out of the office and you are unable to ask for permission to use the customer's desk phone. Should you make the call? 

Your onsite billing is $175 per hour therefore the user’s urgent business needs will have to wait. For example, if the user gets an important call while you are working, keep working and don’t allow the customer's work to interfere. 

Protect the customer’s confidential and private materials. For example, if you are working on the printer and discover a budget report in the out tray, quickly turn it over so you can’t read it, and hand it to the customer.

When dealing with a difficult customer it is acceptable to disclose information about the customer on social media sites. The public needs to be informed about the business and the difficulties with a customer.

You are at a customer site and are troubleshooting a printer. Is it acceptable to send a print job to the printer without permission as part of your troubleshooting process?

When at a customer site, if the user is present, ask permission before you make a software or hardware change, even if the user has just given you permission to interact with the computer.

When explaining to the customer what needs to be done to fix a problem, offer repair or replacement options if they apply. Don’t make decisions for your customer. Explain the problem and what you must do to fix it, giving as many details as the customer wants. When a customer must make a choice, state the options in a way that favors the most lucrative solution for you as the technician or for your company.

If the customer is complaining about a product or service that is not from your company, start by saying, “That’s not our problem.” After that go ahead and listen to the customer complain. Don’t appear as though you don’t care.

When making an onsite service call, sometimes simply making progress or reducing the problem to a manageable state reduces the customer’s anxiety.