Let them finish speaking completely without interrupting, then acknowledge their concerns before proposing solutions. | Card: 2 / 44 |
True or False: You should explain technical issues using industry acronyms to demonstrate your expertise. | Card: 3 / 44 |
False. Use plain language and avoid acronyms unless the customer demonstrates technical knowledge. | Card: 4 / 44 |
A customer says 'calm down' invalidates their concerns. What phrase should you avoid saying? | Card: 5 / 44 |
Fill in the blank: Never discuss customer issues with _____ personnel or in public areas. | Card: 7 / 44 |
Involve appropriate management personnel immediately rather than trying to handle the escalation yourself. | Card: 10 / 44 |
Which behavior demonstrates respect for customer privacy during on-site support? | Card: 11 / 44 |
Not viewing customer files or documents unrelated to the current technical issue. | Card: 12 / 44 |
True or False: You should promise specific resolution times even if you're uncertain about the timeline. | Card: 13 / 44 |
False. Never make commitments you cannot keep; only promise outcomes you can guarantee. | Card: 14 / 44 |
What are the THREE main elements that must be documented in support tickets? | Card: 15 / 44 |
A user asks you to install personal tax software on their work computer. What should you do? | Card: 17 / 44 |
Explain company policy prohibits personal software installation and direct them to proper request channels. | Card: 18 / 44 |
To keep customers informed about progress and manage their expectations about resolution timeframes. | Card: 20 / 44 |
Fill in the blank: Document troubleshooting actions _____ working, not from memory later. | Card: 21 / 44 |
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What is the appropriate response when you discover potential security policy violations? | Card: 23 / 44 |
Report observations to supervisor and IT security following company incident response procedures. | Card: 24 / 44 |
True or False: Taking personal calls briefly during customer interactions is acceptable if you keep them short. | Card: 25 / 44 |
False. Avoid all personal distractions including calls, texts, and side conversations during customer interactions. | Card: 26 / 44 |
Which approach shows cultural sensitivity when communicating with non-native speakers? | Card: 27 / 44 |
What information must you provide when notifying users about scheduled system changes? | Card: 29 / 44 |
What will change, when it occurs, how long it takes, and any available workarounds. | Card: 30 / 44 |
A customer becomes hostile and says your IT department is incompetent. What's your best initial response? | Card: 31 / 44 |
Acknowledge their frustration, apologize for the inconvenience, then focus on resolving their issue. | Card: 32 / 44 |
Fill in the blank: Use _____ language when appropriate to create inclusive communication environments. | Card: 33 / 44 |
True or False: You should criticize previous technicians' work if it was clearly done incorrectly. | Card: 35 / 44 |
False. Never blame other technicians, vendors, or departments in front of customers. | Card: 36 / 44 |
What should you do before making any changes that impact user workflows? | Card: 37 / 44 |
When should you follow up with customers after resolving their technical issues? | Card: 39 / 44 |
Within 24-48 hours to verify the problem remains resolved and document continued operation. | Card: 40 / 44 |
What does active listening require when customers explain their technical problems? | Card: 41 / 44 |
Letting them finish speaking completely, then restating the problem to confirm your understanding. | Card: 42 / 44 |
True or False: Documentation should include your personal opinions about the user's technical competence. | Card: 43 / 44 |
False. Keep records factual and objective; avoid opinions or subjective statements about users. | Card: 44 / 44 |






