CUSTOMER SERVICE FOR TECHNICIANS CONVENTIONAL
QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) ALREADY GRADED A+
Which of the following is true regarding a customer's image of a
company providing video, voice, and high-speed data services?
Ans✓✓✓The image Is established within 15 seconds of meeting the
installer or
service technician.
Which of the following associations established quantitative customer
service standards for the following areas: 1) installations, 2) outages, 3)
and service calls? Ans✓✓✓NCTA - The Internet & Television
Association.
Which organization revealed the following two of the eight quality
customer service benefits: 1) improved perceived value of cable services
and 2) minimized threat of competition? Ans✓✓✓The Cable and
Telecommunications Association for Marketing.
The Cable and Telecommunications Association for Marketing (CTAM)
research revealed that quality customer service offers eight benefits.
Which of the following is one of the benefits? Ans✓✓✓Minimized
threat of competition
According to The NCTA - The Internet and Television Association
,standards, under normal conditions, cable operators must meet four
standards 95% of the time. Which of the following are one of the four
standards? Ans✓✓✓Perform standard installations within seven
business days after an order
is placed. (Standard installations are up to 125 feet from the existing
distribution system.)
Studies have generally demonstrated the following if a customer is
unhappy with service, which of the following can occur? Ans✓✓✓Nine
out of 10 customers who are treated rudely on the phone will never
do business with the company again.
Which of the following is an example of an internal customer?
Ans✓✓✓Sales teams
What should you do if furniture or customer equipment is severely
damaged during a service call? Ans✓✓✓Call your supervisor right away
and remain on the premises until a
company representative arrives.
What is the best way to handle a customer who makes improper
advances? Ans✓✓✓Say to the customer, "Excuse me, I need to go back
to the office," then
leave.
, If If highly technical questions are asked during a service call that you
don't understand, what is the best response? Ans✓✓✓Respond to the
customer by saying, "I'm sorry, but I only service the
customer drop. There are many other aspects of the technology that h
don't understand."
A language gap can exist in communicating with a customer when
Ans✓✓✓A technician uses jargon that is common to the industry
A good strategy to communicating effectively at the customer premises
is to Ans✓✓✓Regularly check for personal understanding of the
messages you receive
from the customer.
What is an effective way to demonstrate empathy when dealing with
difficult customers? Ans✓✓✓Restate the customer's statement to
indicate your understanding of the
problem and your resolve to fix it.
What statement helps acknowledge a customer's concerns and shows
empathy for their situation? Ans✓✓✓"I understand how concerned you
are about this, and that we need to fix
the problem so you don't miss your favorite show.
QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) ALREADY GRADED A+
Which of the following is true regarding a customer's image of a
company providing video, voice, and high-speed data services?
Ans✓✓✓The image Is established within 15 seconds of meeting the
installer or
service technician.
Which of the following associations established quantitative customer
service standards for the following areas: 1) installations, 2) outages, 3)
and service calls? Ans✓✓✓NCTA - The Internet & Television
Association.
Which organization revealed the following two of the eight quality
customer service benefits: 1) improved perceived value of cable services
and 2) minimized threat of competition? Ans✓✓✓The Cable and
Telecommunications Association for Marketing.
The Cable and Telecommunications Association for Marketing (CTAM)
research revealed that quality customer service offers eight benefits.
Which of the following is one of the benefits? Ans✓✓✓Minimized
threat of competition
According to The NCTA - The Internet and Television Association
,standards, under normal conditions, cable operators must meet four
standards 95% of the time. Which of the following are one of the four
standards? Ans✓✓✓Perform standard installations within seven
business days after an order
is placed. (Standard installations are up to 125 feet from the existing
distribution system.)
Studies have generally demonstrated the following if a customer is
unhappy with service, which of the following can occur? Ans✓✓✓Nine
out of 10 customers who are treated rudely on the phone will never
do business with the company again.
Which of the following is an example of an internal customer?
Ans✓✓✓Sales teams
What should you do if furniture or customer equipment is severely
damaged during a service call? Ans✓✓✓Call your supervisor right away
and remain on the premises until a
company representative arrives.
What is the best way to handle a customer who makes improper
advances? Ans✓✓✓Say to the customer, "Excuse me, I need to go back
to the office," then
leave.
, If If highly technical questions are asked during a service call that you
don't understand, what is the best response? Ans✓✓✓Respond to the
customer by saying, "I'm sorry, but I only service the
customer drop. There are many other aspects of the technology that h
don't understand."
A language gap can exist in communicating with a customer when
Ans✓✓✓A technician uses jargon that is common to the industry
A good strategy to communicating effectively at the customer premises
is to Ans✓✓✓Regularly check for personal understanding of the
messages you receive
from the customer.
What is an effective way to demonstrate empathy when dealing with
difficult customers? Ans✓✓✓Restate the customer's statement to
indicate your understanding of the
problem and your resolve to fix it.
What statement helps acknowledge a customer's concerns and shows
empathy for their situation? Ans✓✓✓"I understand how concerned you
are about this, and that we need to fix
the problem so you don't miss your favorite show.
