You are a technician at Certkiller .com. When sitting in the helpdesk you receive a call from a
really angry user. The MOST important thing is to stay calm and:

What should be kept in mind when dealing with an angry customer?

What are the most important aspects that should be kept in mind when speaking to a customer
over the telephone?

Which of the following terms best describes the act of participating in a conversation whilst making
sure that the speaker is aware that the speaker is being heard?

While working at a customer’s home the Certkiller .com technician’s cellular phone rings. He notes
by the cell phone number that it is a personal call. From the options below how do you suggest the
Certkiller .com technician should handle the incoming call?

An example of assertive communication would be ______.

A Certkiller .com technician overhears a confidential conversation while repairing a computer in a
CEO’s office. From the following what should the technician do?

While working at a customer’s home a customer’s child is being disruptive and distracting the
Certkiller .com technician from his duties. What should the technician do?

While working at a customer’s home the Certkiller .com technician receives a phone call from a
co-worker. The call is about a difficult problem that he needs to sort out. What should the
technician do?

You are a Certkiller .com technician working at a customer’s home. Your cellular telephone rings
and the caller ID indicates that the call is one of your friends. Which of the following would be the
BEST way to handle the incoming call?