A support technician is dispatched to an employee's desk to perform an on-site hardware maintenance procedure on a workstation. Place the technician's professional customer interaction steps in the correct chronological order from first to last.
- 1Greet the customer warmly, introduce yourself by name, state the reason for the visit, and confirm that it is an convenient time to work on the workstation.
- 2Actively listen while the customer describes the issue, asking clarifying questions without interrupting or using technical jargon.
- 3Explain the planned maintenance steps in plain language, set expectations regarding system downtime, and obtain authorization to proceed.
- 4Execute the maintenance task while respecting customer property, keeping the work area clean, and maintaining confidentiality of desk items.
- 5Verify system operational status with the customer, answer remaining questions, and update the ticketing system with resolution details before leaving.
Cevap
The proper sequence begins with greeting the customer and verifying a suitable work time, followed by actively listening to their issue, explaining the repair scope and obtaining permission, performing the service professionally, and finally confirming solution success with the user while documenting the ticket.
The correct order follows standard CompTIA operational procedures for desk-side support: initial greeting and schedule confirmation must occur first, followed by active listening to gather symptoms, communicating the repair plan to gain explicit consent, executing the repair with respect to privacy and environment, and concluding with user verification and ticket documentation.
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Anahtar Kavram
Professional On-Site Communication and User Interaction Lifecycle
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