Question 1

What is the best description of your role in supporting customers?

Options :

A : Avoid confrontation at all costs.

B : Deliver consistent, high quality support.

C : Escalate calls as appropriate.

D : Minimise talk time

Answer: B

Question 2

What is a best practice for reducing conflict?

Options :

A : Allow the customer to vent their frustration.

B : Ask the customer to repeat what they just said.

C : Direct the customer to the Service Desk web site.

D : Place the customer on hold to allow them to calm down.

Answer: A

Question 3

Which action is most likely to give the customer a positive impression of the Service Desk?

Options :

A : Agree with customers, even if they are mistaken.

B : Keep customers informed of the steps being taken to resolve their problem.

C : Provide customers with an Incident reference number.

D : Support products that are contained in the Service Level Agreement.

Answer: B

Question 4

What is a best practice for establishing an effective relationship with your customer?

Options :

A :

Interview each customer.

B : Manage each customer expectations.

C : Receive SLAs from each customer.

D : Provide reports to each customer.

Answer: B

Question 5

Which statement best characterises a friendly and supportive workplace?

Options :

A : Management encourages extensive overtime.

B : Team members help each other.

C : Team members work alone.

D : Team members work only their allotted hours.

Answer: B

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