You receive a call from one customer telling you that he (or she) encounters a technical problem with keyboard, the keyboard doesn’t work, and you are going to help him (or her) out. Directives Design a dialogue with 15 to 20 sentences between Computer Technician and Customer showing how to solve his or her problem. Note: You should follow the six steps (named call protocol while providing technical support by telephone):  Greetings  Active listening  Gain agreement  Apologize, empathize, and reassure  Problem resolution  Confirm resolution

You receive a call from one customer telling you that he (or she) encounters a technical problem with keyboard, the keyboard doesn’t work, and you are going to help him (or her) out. Directives Design a dialogue with 15 to 20 sentences between Computer Technician and Customer showing how to solve his or her problem. Note: You should follow the six steps (named call protocol while providing technical support by telephone):  Greetings  Active listening  Gain agreement  Apologize, empathize, and reassure  Problem resolution  Confirm resolution

Understanding Management (MindTap Course List)

10th Edition

ISBN:9781305502215

Author:Richard L. Daft, Dorothy Marcic

Publisher:Richard L. Daft, Dorothy Marcic

Chapter13: Managing Communication

Section: Chapter Questions

Problem 4GL

See similar textbooks

Similar questions

USING BUFFERS: As a customer service supervisor for a telephone company, you’re in charge of responding to customers’ requests for refunds. You have received an email from the customer who has wrongly been charged for a long-distance call that he never made. Draft a short buffer (two sentences at least), sympathizing with the customers’ plight but preparing him for the bad news.
600 WORD Reflection of the effectiveness of your collaboration/ team effort, addressing: *the procedures used to assign tasks, to establish policies for meeting and submitting work; *the helpfulness of your contributions and those of other group members; *the effectiveness of yourself and others in establishing a cooperative and efficient working environment; *the presence of any conflicts and their resolutions; *the overall effectiveness of your efforts and those of others and areas for improvement it was hard for me after frequent visits to the hospital being diagnosed with chronic myloid leukemia. However Lorson Lewis Briana Nash and my self were able to get the work done
Instructions Considering the indirect approach to delivering bad news answer for the four questions below regarding the sections of the approach. TASK: Provide a full sentence answer for one possible buffer, explanation, negative news delivery and alternative or suggestion. Each of these should be in response to the action request below. Type your 4- answers (a numbered list) in MS Word, save to your computer or OneDrive, and then upload the file to submit it. Complete this task individually and use your coursework for guidance. Action Request: Hi Simran, I was wondering if you would be able to take my shift at Tim Hortons on Saturday morning. I am scheduled to work at 6:00 am until 1:00 pm. I forgot to book the day off and will be attending my friends wedding and am not able to work and get to the wedding on time. Please let me know if you can cover my shift as soon as possible. Thanks, Jasmine Questions: Provide one possible Buffer (appreciation, good news, common ground,…
Instructions : -Write it on your own words; 0% plagiarism. -600 words minimum. -the question is from service management course so please try as much as possible to relate to the course please. -it’s not an assignment so please don’t reject it if you can’t solve it’s fine just let other a chance and huge thanks. -I have posted 15 exact question I have this will be the last time so please your are my last hope and thanks. Question: an introduction for an on campus recycling center where students assist campus community to recycle waste and used stuff and also conduct programs to increase awareness about sustainability.
Talk about how Word makes a difference. Address how properly using Word makes a big difference when creating personal-, business-, and school-related documents; how using Word features improves your productivity; and is at least three sentences long.
Mr. Ahmad is a fresh graduate and he is employed at ABC Company. He is a fresh graduate and it’s his first professional job. The job pays him pretty well but he is still unhappy with job. Questions: a. )What could be the possible reasons behind Mr. Ahmad being unhappy with his job? (Word limit: 150 words Maximum) b) What will be the consequences and what adverse effects will it cause? (Word limit: 150 words Maximum)
Which of the following is an example of technical training? a. An industrial chemical plant on the suburbs conducts training to ensure that employees are protected from injuries caused by work-related accidents. b. All employees who join McAdams Hot Meals, a restaurant chain, have to attend training to understand the special implications that ethics have in a food industry. c. Michael has to attend a training session that will help his team make effective decisions, troubleshoot quickly, and communicate better. d. Nicole has recently joined a supermarket as a cashier and much of her training involves learning how to bill goods quickly and correctly for customers. e. Mr. Jones has recently incorporated a training module to enhance the interpersonal skills of his new employees as it will add value to their performance.
Guidelines: -Write it on your own words; 0% plagiarism. -600 words minimum. -the question is from service management course so please try as much as possible to relate to the course please. -it’s not an assignment so please don’t reject it if you can’t solve it’s fine just let other a chance and huge thanks. -I have posted 15 exact question I have this will be the last time so please your are my last hope and thanks.
Assume CEO Munoz and Mr. Dao are discussing the incident. How can Munoz utilize gauging questions to ensure a productive discussion? Multiple Choice Remind Mr. Dao that he is an intelligent physician before asking him how the situation should have been handled. Give Mr. Dao a “take it or leave it” ultimatum. Ask Mr. Dao how he feels about what happened. Ask Mr. Dao what he believes would be fair compensation for his troubles.
*RELATIONSHIP-BUILDING AND SHARED LEARNING*: Chevening is looking for individuals with strong professional relationship-building skills, who will engage with the Chevening community and influence and lead others in their chosen profession. Please explain how you build and maintain relationships in a professional capacity, using clear examples of how you currently do this, and outline how you hope to use these skills in the future. (minimum word count: 100 words; maximum word count: 500 words)
Which of the following statements is true of meetings? Multiple Choice They are ineffective for companies that focus on continuous process improvement. They are important in shaping organizational norms and improving work processes. They discourage an employee's need to be part of a team. They are essential for communicating simple one-way information. Which of the following statements is true of self-managed teams? Multiple Choice They are expected to coordinate their work with ongoing direction from a supervisor or manager. They consist of employees who operate exclusively via face-to-face meetings. They are usually responsible for the development of new products. They are given almost complete discretion over what to do to achieve their objective. For effective meetings, it is helpful to Multiple Choice avoid the "balanced dialogue" approach for a particular agenda item. establish ground rules for debate.…
Here is an idea to shorten tedious meetings: Ban sitting down! A growing number of tech companies hold mandatory morning meetings in which nonwork chatter is frowned upon and all participants must stand. Called the huddle in one company and a daily scrum in another, these regular stand-up meetings last no longer than 15 minutes. At one company, if someone starts rambling, an employee holds up a rubber rat. A Microsoft development team determines the next speaker by tossing around a rubber chicken called Ralph. Other gimmicks include passing around a 10-pound medicine ball to literally keep the meeting moving. At one company, latecomers must pay a small fine, run a lap around the office building, or sing a nursery rhyme such as “I'm a Little Teapot.” Other methods to speed up the proceedings include holding meetings just before lunch or gathering in cold stairwells. The idea of stand-up meetings is spreading in the wake of Agile, a method in software development that involves…