What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
A. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
What is a principle of structured information gathering? (Choose 1)
A. Asking questions in a practiced manner.
B. Asking questions in a predetermined sequence.
C. Asking questions using a logical, methodical approach.
D. Asking questions in a free-form manner.
What are three considerations to bear in mind when setting up a service continuity site? (Choose three)
A. Location.
B. Cost implications.
C. Storage/space capacities.
D. Computer telephony integration (CTI).
Which two are techniques for communicating cross culturally? (Choose two)
A. Slow the pace at which you speak.
B. Speak carefully and loudly.
C. Tell the customer you are having some difficulty in understanding them.
D. Ask lots of questions to check your understanding, even if it means interrupting them.
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