You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?
During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?
You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)
Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
What is a key benefit of using a web site for reference?
What is a key benefit of establishing effective inter-departmental relationships?
Which two are characteristics of unsuccessful teams? (Choose two.)
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
Which two are characteristics of unsuccessful teams? (Choose two.)
In which three ways can you create a positive image of your organisation? (Choose three.)
For which two reasons is it important to have documented processes and procedures? (Choose two.)
Which two are benefits of teamwork? (Choose two.)
A customer satisfaction survey is important because it obtains information about _____.
What is the number one goal of support services?
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