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Module 4: Technical Assistance
Review Questions
You are discussing the Cisco TAC with your customer, when he/she
becomes irritated, saying, “Every experience I’ve had
with technical support hotlines has been terrible. I wait on hold
forever because they’re always understaffed and when I do
receive assistance, it’s from a junior employee who never
knows what they are talking about. Why should Cisco technical assistance
be any different?”
You respond by saying:
 |
Select the best answer from the choices below. |
| |
A. |
“Wow. I’m sorry to hear
about your bad experiences. I can tell you Cisco service would
be better, but it’s ultimately up to you. We can do whatever
will make you happy.” |
| |
B. |
“I see you are pretty
upset regarding your experiences with technical assistance.
We can discuss at a later time if you’d like?” |
| |
C. |
“The Cisco TAC includes
over 350 CCIEs and 1500+ engineers, so you’ll have access to
Cisco experts without long delays. Additionally, for less critical
cases, you can access the Cisco TAC website to receive a quick
response.” |
| |
D. |
“Some companies do place junior
employees on their technical assistance lines. While Cisco does
use junior, less- experienced employees on less critical cases
through the Cisco TAC website, calling the Cisco TAC gives you
access to the highest qualified engineers.” |
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