A+
Chapter 20 Customer Support, Communication, and Professionalism 875
4. The company you work for performs computer system repairs in addition
to selling new computers and hardware. A repair ticket is completed at the
time of repair. The status of the repair is also recorded on the ticket. Some
items that may be recorded on the ticket are when the repair was completed
or when parts were ordered for the repair. Mr. Smith dropped his computer
off at your company computer shop three days ago. The repair was assigned
to Joe and he is not in at the moment. You answer the phone and find 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?
a. Tell Mr. Smith that his computer is being worked on by Joe who is not
in today and that Joe will call him back when he returns.
b. Tell Mr. Smith to hold for a minute while you check the status of the
repair ticket.
c. Tell Mr. Smith that you are not the one that has been assigned to his
repair and to call back later.
d. Tell Mr. Smith to come by the shop and pick up the computer. The
computer is most likely repaired, but if it isn’t, you can have it
repaired before he gets there.
5. Match the body language image with the conveyed meaning.
a. It’s really good to hear from you!
b. How may I help you?
c. I don’t have time for your problem.
d. I’m open to your problem.
6. When is it proper to use all uppercase letters in an e-mail?
a. When emphasizing an important point.
b. When making a list of steps in sequential order.
c. When listing parts in an e-mail.
d. Uppercase is never appropriate in an e-mail.
7. A customer calls and starts yelling about how she brought her computer
home to find it has the same problem it had before she brought it in for
repair. What is the first thing you should do?
a. Smile so that the customer will sense your willingness to help her.
b. Let the customer finish speaking and venting her anger.
c. Interrupt her by asking her what it will take to make her satisfied.
d. Hang up, and hope she will call back when she is in a better mood.