A.  

Takes away from the primary focus of customer service.

B.  

Makes you popular with everyone in the organisation.

C.  

Establishes effective relationships with other areas of the Support Centre.

D.  

Increases hold times.

A.  

Providing status updates demonstrates sympathy for the customer.

B.  

Providing status updates is required by the SLA.

C.  

Providing status updates ensures that you control the call.

D.  

Providing status updates reduces the number of inbound calls.

A.  

An assertive person respects operating procedures.

B.  

An assertive person respects status.

C.  

An assertive person respects authority.

D.  

An assertive person respects the rights of others.

A.  

Answer every call on the first ring.

B.  

Humour customers when they need to vent.

C.  

Call customers back to ensure satisfaction.

D.  

Focus your attention on the customer.

A.  

Assign a priority level based on how well you know the caller.

B.  

Assign a priority level based on the business impact of the incident.

C.  

Assign a priority level based on the number of PCs in the department.

D.  

Assign a priority level based on how much the customer complains.

A.  

Support centre services provides the customer with a department to blame.

B.  

Support centre services serves as the customer single point of contact.

C.  

Support centre services educates customers about application software.

D.  

Support centre services provides technical solutions to all calls.

A.  

Let the customer know you understand how they feel.

B.  

Allow the customer to cry until they get it out of their system.

C.  

Tell the customer a story about a similar bad experience.

D.  

Ask the customer to pull themselves together.

A.  

Suggest that the customer writes down the steps.

B.  

Ask the customer to call back later.

C.  

Offer to send the customer an e-mail with the steps.

D.  

Tell the customer to concentrate.

A.  

Active listening reduces the need for you to talk all day.

B.  

Active listening helps to build a wider knowledge base for the organisation.

C.  

Active listening improves overall performance against SLAs.

D.  

Active listening increases the customer level of satisfaction.

A.  

A team is a forum for creativity and self expression.

B.  

A team is a group of people working to accomplish the same goals.

C.  

A team is an open, honest environment.

D.  

A team is a group of strong personalities.

A.  

Treat others in the same way they treat you.

B.  

Treat others nicely if they can help you.

C.  

Share gossip about other teams.

D.  

Share your knowledge.

A.  

Managing calls improves Support Centre credibility.

B.  

Managing calls increases the cost per call.

C.  

Managing calls minimises use of technical terminology.

D.  

Managing calls increases utilisation of the knowledge base.

A.  

Log the call and tell the customer you will call back.

B.  

Log as much of the call as you understand.

C.  

Log the call and escalate the incident to a technical specialist.

D.  

Log the call and tell a colleague about the incident.

A.  

Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

B.  

Customer satisfaction surveys help to determine if customer service expectations are being met.

C.  

Customer satisfaction surveys provide information that can be used to assess blame for problems.

D.  

Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.

A.  

Write long explanations of processes.

B.  

Use abbreviations to speed up the writing process.

C.  

Review the e-mail before you send it.

D.  

Include emoticons to be friendly.

A.  

Do not interrupt the customer.

B.  

Hang up at once.

C.  

Ask the customer to send you an e-mail.

D.  

Defend your position.

A.  

Ignore the stress.

B.  

Talk to someone about your concerns.

C.  

Drink more water.

D.  

Take short naps when you can.

A.  

Incident monitoring confirms the accuracy of change management.

B.  

Incident monitoring identifies opportunities for improvement.

C.  

Incident monitoring facilitates problem management.

D.  

Incident monitoring authorises configuration management.