Use Proper Communication Techniques

Question 1

Setting expectations and a timeline involves

Answer 1

acknowledging the request, clarifying the issue type, addressing customer expectations and concerns, and communicating next steps and constraints—ensuring transparency and trust throughout the support process.

Question 2

Example of customer service call

Answer 2

“You’re right—I’m sorry the technician didn’t
turn up. I guarantee that a technician will be
with you by 3 p.m., and I’ll let my supervisor
know that you have had to call us. Shall I call
you back just after 3 to make sure that things
are OK?”

Question 3

Repair and replace options involve

Answer 3

providing the customer with clear guidance: for repairs, this includes packing instructions, an RMA, and ongoing status updates; for replacements, instructions should explain delivery or reorder steps and any return requirements for the faulty item.

Question 4

Following up after resolving a ticket involves

Answer 4

confirming the issue is fixed and won’t recur, expressing appreciation to the customer, offering a check-in if needed, documenting the solution, and sending confirmation before officially closing the case.

Question 5

Being on time builds

Answer 5

trust and professionalism, and if delays are unavoidable, promptly notifying the customer with honesty and a positive attitude maintains accountability and respect.

Question 6

Cultural sensitivity involves

Answer 6

recognizing and respecting individual differences in customs, communication styles, and expectations—avoiding stereotypes, using clear language and visual aids when needed, and adjusting formality and personal space based on the customer’s cues.

Question 7

Clarifying and questioning techniques involve

Answer 7

starting with open-ended questions to explore the customer’s issue, then using targeted closed questions to confirm details—while pacing the conversation thoughtfully, avoiding assumptions, and adapting communication to the customer’s technical level.

Question 8

example of closed questions

Answer 8

“It’s been like this for ages now, and I’ve tried
pressing a key and moving the mouse, but nothing
happens.”
“What does the screen look like?”
“It’s dark. I thought the computer was just
resting, and I know in that circumstance I need
to press a key, but that’s not working and I
really need to get on with…”

Question 9

example of open question

Answer 9

“It’s been like this for ages now, and I’ve tried
pressing a key and moving the mouse, but nothing
happens.”
“OK, pressing a key should activate the monitor,
but since that isn’t happening, I’d like to
investigate something else first. Can you tell me
whether the light on the monitor is green?”
“I don’t see a green light. There’s a yellow
light though.”

Question 10

Maintaining a positive attitude in customer service involves

Answer 10

empathizing with frustrations, avoiding defensiveness, and focusing on practical solutions. Rather than argue, deny, or judge, calmly acknowledge the issue and collaborate toward resolution. If a customer becomes emotional or aggressive, use early warning signs to de-escalate, listen actively, and never take it personally—while being prepared to follow policy in extreme cases such as abuse or threats.

Question 11

Compliance with regulations during PC maintenance involves

Answer 11

adhering to health and safety laws, building codes, and environmental standards—ensuring safe practices, proper equipment use, waste disposal, and awareness of workplace hazards, with responsibilities shared between employers and employees.