PPD-I Module Assessment: Technical Support Scenario

Effective communication skills = Ability to clearly convey information and ideas Service orientation = Focus on helping and meeting customer needs Interpersonal skills = Ability to interact positively with customers and colleagues Collaborative skills = Working together with others towards a common goal

Customer dissatisfied with technical performance = Offer troubleshooting assistance and potential solutions Customer displeased with previous support experience = Apologize for the inconvenience and assure improved service Customer seeking assistance after experiencing issues = Listen actively to understand the problem and provide timely resolution Customer frustrated and upset = Show empathy, patience, and willingness to help

Empathy = Understanding customer emotions and concerns Patience = Dealing calmly with challenging situations Responsiveness = Providing timely assistance and solutions Problem-solving skills = Ability to address technical issues effectively

<p>Detailed process of resolution = Showcasing steps taken to address the complaint Incorporating required skills in own words = Demonstrating application of learned competencies Use of all competences taught in PPD-1 = Applying a range of customer service skills Submission date mentioned = Setting expectations for assignment completion</p> Signup and view all the answers

<p>Demonstrating effective communication skills = Clear articulation of ideas and solutions Showing service orientation = Focus on meeting customer needs and satisfaction Exhibiting collaborative skills = Working with others to achieve resolution Displaying critical thinking = Analyzing situations and proposing innovative solutions</p> Signup and view all the answers