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Answeringageneral-questioncall,2.2Indirectanswers,Contents,Whatdoyousaywhenansweringageneral-questioncall?,确认无故障存在,自报家门,听取客户的需要,尝试简单讲解,建议参考用户手册,建议查阅在线常见问题列表,Receivingtheneeds听取客户的需要,havenoidea,toaccesstheInternet,installon,havenoclueatall,officesoftware,acopyof,Analyzingthequestions分析问题,Doyouhaveanyproblemwith?,thereisnothingwrong.,networkadapter,orsomething,ReferringtoaUserManual建议查询用户手册,readourUserManuals,networkoperations,thefundamentals,detailedexplanations,Iwouldadviseyoutodo,Therearein,ReferringtoanonlineFAQ建议查询在线常见问题列表,FAQs,FrequentlyAskedQuestions,Thewholeprocess,visit,logontoyouremailaccount,wwwdotgeneralcomputersdotcom,Tryinstallingthesoftware,尝试在电脑上安装办公系统软件TryinstallingtheOfficesystemonyourcomputer,CD,CD-ROM,setupprogram,software,Insertinto,Run,Installon,本节专业词汇,accesstheInternet访问网络turnonthecomputer打开电脑movethecursor移动光标officesoftware办公软件networkadapter网卡powerbutton电源开关电源按钮mouse鼠标networkoperations网络操作UserManuals用户手册FAQ常见问题logon登录dot点CD光盘CD-ROM光驱setupprogram安装程序,ReferringtoanonlineFAQ建议查询在线常见问题列表,A:Adobesystems.CanIhelpyou?B：IhavenoideahowtoaccesstheInternet.A：Doyouhaveanyproblemwiththenetworkadapter?B:No,thereisnothingwrongA：Pleasevisitwww.A,logontoyouremailaccount.A:PleasereadourFAQsonthewebsite。A：Ithasenoughpicturetoexplainthewholeprocess.,ReferringtoaUserManual建议查询用户手册,A:AdobesystemsTechnicalSupportdepartment.WhatcanIdoforyou?B:Iwanttoinstallasetofofficesoftwareonthecomputer.B:IhaveonclueatallwhatshouldIdo.A:IwouldadviseyoutoreadourUserManualsifyouwanttoknowthefundamentalsofnetworkoperations.,installingthesoftware尝试在电脑上安装办公系统软件,TryinstallingtheOfficesystemonyourcomputerInsertCDintoCD-ROM,runthesetupprogram,installsoftwareonyourcomputer.,Oralpractice,Hello,MySQLNetwork.MayIhelpyou?AsatechnicalsupportofMySQL,IwouldrecommendyoutocontactthetechnicalsupportofPHP.Or,youcanfindsometutorialsorFAQontheweb.Anytime.Haveaniceday.,DictationA,GeneralComputersCustomerServicelaptopcomputeroperatingsystemgethelplocalsupportcenterThatsoundsnicethisgreatadviceAnytime,Checktheanswer,DictationB,CanIhelpyou?havesomeproblemsDoyoumeanthataccessIgotitcontacttutorialsguides,Checktheanswer,Summary,THEEND,策划：张宏岩张翼制作人员：大连东软信息学院英语系：张翼杨毅李国际李黎杨晓轩孙建军审校：王慧玉,
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