A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)

Question:
A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)

• Use technical terms to determine the level of knowledge the customer possesses.
• Allow the customer to speak without interruption.
• Personalize the call by periodically asking questions unrelated to the computer problem.
• Refer to the customer by name whenever possible.
• Ask only closed-ended questions.

Exam with this question: IT Essentials (ITE v7) Chapter 11 Exam Answers