9.6.2.3 Lab – Gather Information from the Customer (Answers)

9.6.2.3 Lab – Gather Information from the Customer (Answers)

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

Download 9.6.2.3 Lab – Gather Information from the Customer .PDF file:

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