单项选择题
A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）
A. Ask another technician who has worked with this computer previously to learn about any other prior issues.
B. Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
C. Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
D. Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
相关考题
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单项选择题
Which of the following is the BEST approach a technician should take when informing a customerabout their findings of any specific computer problem?（）
A. Use non-technical terms.
B. Use the appropriate acronyms.
C. Use proper technical terms.
D. Use email to ensure a written record. -
单项选择题
A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）
A. “It is a message that informs the technician of what hardware needs to be replaced.”
B. “A bluescreen message is just another name for an error.”
C. “It provides the technician with more information about the problem.”
D. “It is a complex message that is very difficult to explain to those who are not familiar with computers.” -
单项选择题
A customer asks the technician for an explanation of the cause of a printer issue, after the issue is resolved. Which of the following would be the MOST appropriate response?（）
A. “The process of removal is extremely complex and only certain individuals would understand”.
B. “There was a moisture build up in the paper tray that apparently caused the paper jam”.
C. “Condensation within the lower tray assembly hindered the functionality of the rollers which caused improper transfer”.
D. “The paper jam was caused because irresponsible users spilled liquid in the bottom tray”.
