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{"ops":[{"insert":"Select one of the queries listed above. \r\na) Outline the steps you would follow to troubleshoot and resolve the query.\r\n(US14919 SO1\/AC1, SO1\/AC2, SO1\/AC4)\r\nb) \u201cSuccess as a support technician means not just solving problems successfully but \r\nproviding good customer service while you do\u201d- BIR76-006SG, pg18. \r\nWhat personal communication techniques will you employ to ensure that users feel that \r\nthe problem has been resolved to their satisfaction?\n"}]}
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