126.96.36.199 Lab – Gather Information from the Customer
Instructor Note: Red font color or gray highlights indicate text that appears in the Instructor copy only.
In this lab, you will act as a call center technician and create closed-ended and open-ended questions to ask a customer about a laptop problem.
A customer complains that the network connection on the laptop is intermittent. The customer states that they are using a wireless PC card for network connectivity. The customer believes that the laptop may be too far from the wireless access point; however, he does not know where the wireless access point is located.
As a technician, you need to be able to ask questions that will be recorded on a work order. In the table below, record closed-ended questions and open-ended questions that you would ask a customer.
|Closed-end Questions||Open-ended Questions|
|How long has the network connection been malfunctioning?||What are the problems that you are experiencing with the laptop?|
|What is the manufacturer and model of the laptop?||What system changes have you made on the laptop recently?|
|Which operating system is installed on the laptop?||What were you doing when the problem occurred?|
|Have you installed any new drivers or updates recently?||What new drivers or updates have you installed recently?|
|Does your laptop have a wireless network connection?||Explain how to reproduce the problem or error for me now.|
|Please open your wireless network connection status window and tell me the connection information.|