Which metric indicates how often a customer may need a follow-up call to achieve resolution?
What are three benefits of a change management process? (Choose three.)
Which technique will best optimise talk time?
What are three reasons for providing consistent service? (Choose three.)
Who is responsible for maintaining a working environment conducive to effective inter-departmental relationships?
Which two are effective techniques for dealing with stress? (Choose two.)
A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)
Which three are characteristics of a good negotiator? (Choose three.)
Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.
What are three components of CTI? (Choose three.)
What are three characteristics of effective inter-departmental relationships? (Choose three.)
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
Which technique will best optimise talk time?
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.)
Which three techniques describe basic creative thinking? (Choose three.)
Which question allows you to determine whether or not your customer is logged on to the network?
Click the Task button. Place the Problem Solving steps in order. For instructions on how to answer a Drag and Drop question, click the Help button.
