You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A. Inform the other help desk analysts
B. Troubleshoot the problem yourself
C. Wait for customers to call the help desk
D. Call all customers that use the server
Which approach is preferable when responding to a customer?
A. Use acronyms that are commonly used in the industry
B. Use vocabulary to match the customer's level of knowledge
C. Use industry terminology to educate the customer
D. Use the simplest terminology that is understood by all levels of knowledge
What are peripheral devices?
A. Devices that are connected to the computer, but are external in relationship to the processing unit
B. Devices that are connected to the computer and become the processing unit
C. Devices that are connected to the computer, but are neither internal nor external to the processing unit
D. Devices that are connected to the computer and are internal in relationship to the processing unit
In which three ways can you create a positive image of your organisation? (Choose three.)
A. Provide consistent and fair services
B. Display sensitivity to the feelings of your customers
C. Follow all call-flow procedures
D. Respond to customers in a timely fashion
A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if a start button or disk icon appears on the screen
B. Ask the customer if he is the only one who can print to this printer
C. Ask the customer if he has experienced any problems recently with any other applications
D. Guide the customer through checking the printer connection and making sure the power is turned on
For which two reasons is it important to have documented processes and procedures? (Choose two.)
A. Ensures consistent service
B. Justification for not meeting customer expectations
C. Promotes adherence to policies
D. Identifies areas out of policy
What are three techniques of active listening? (Choose three.)
A. Concentrating
B. Acknowledging the customer
C. Taking notes
D. Researching the problem
What is a key benefit of a knowledge-base system?
A. Requires lower maintenance
B. Saves time and money
C. Decreases network traffic
D. Increases call volume
Which three are characteristics of a good negotiator? (Choose three.)
A. Presents multiple options
B. Clearly identifies who/what is at fault
C. Develops realistic expectations
D. Focuses on what is needed
Which two facts about customer satisfaction are true? (Choose two.)
A. More customer contacts can be made over the phone than in person
B. It is more costly to retain a customer than acquire a new one
C. More customers are lost to poor service than poor product
D. Customers form opinions aboutorganisations based on contact with a small portion of that organisation
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