From a Support Ticket You Are Working on a Computer

question 19

Multiple Choice

From a support ticket you are working on a computer at a customer's home and find there are more issues (some serious) than originally known. How do you deal with this situation? Choose all that apply.

• A)Just fix what was on the support ticket and wait for another call to repair the other items.
• B)Tell the customer you have to charge them for another visit since the other issues were not on the ticket.
• C)Explain the situation to the customer and offer a revised repair and replacement estimate.

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Definitions:

Verbal Information

Information that is conveyed through spoken or written words.

Déjà Vu

The peculiar sensation of having already experienced a current situation, despite it being new.

State Dependency

The theory that information learned in a particular state of mind (e.g., drunk or sober) is more easily recalled when in that same state.

Hippocampus

A region of the brain crucial for learning and memory, particularly in forming new memories.