31 Days Before Your CompTIA A+ Exams (Shanette Luellen's Library) by Benjamin Patrick Conry

Author:Benjamin Patrick Conry
Language: eng
Format: epub
Publisher: Cisco Press
Published: 2012-06-15T16:00:00+00:00

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Note

It is important to remember the troubleshooting model when working with customers. Know the difference between open-ended and closed-ended questions.

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Service Level Agreements

It is hard to quantify exactly what good customer service is. One technique is a service level agreement (SLA). It is a description of exactly what the customer can expect from you, which specific equipment you will support and for how long, costs, diagnostics, preventive maintenance, and penalties for failing to adhere to these descriptions.

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