If providing a permanent solution to a customer involves several visits from varying personnel, which method or approach will most likely help to ensure that you meet their expectations and provide a positive customer experience?
- Maintaining a thorough paper trail
Active listening involves the implementation of which behaviors or characteristics?
- Repeating or clarifying
- Listening to understand
When dealing with a difficult customer, which types of behavior are most likely to exacerbate the situation?
- Being judgmental
- Being dismissive
If a data breach occurs on a system owned by a user you recently assisted, which activity or behavior can help you ensure that you aren't implicated?
- Explicitly looking away when the user enters their password
Which type of license or licensing component allows for a software application to be installed by many users within an organization?
- Enterprise
When dealing with a customer as an IT support technician, in which situations or circumstances would it be acceptable for you to ask them to avoid distraction?
- If they have a noisy pet
- If there is a loud television or a radio playing
Which level of dress is typically considered to be the most conservative in a business environment?
- Business professional
Which component of an incident response process ensures that incriminating data is not modified or deleted?
- Data and device preservation
Which type of language components should generally be avoided when dealing with customers/users who require support?
- Acronyms
- Slang
- Jargon
Which data regulation expands the definition of personally identifiable information to include data such as the IP address of a device?
- GDPR
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