单项选择题
A. Immediately forward the call to the vendor.
B. Give the information to the caller.
C. Hang up on the caller immediately and report the call to upper management.
D. Politely refuse to give the information and end the call.
单项选择题 If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）
单项选择题 When dealing with customers on the phone that are not very comfortable with technology, which of the following techniques would be MOST helpful to ensure that effective communication is taking place?（）
单项选择题 A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）