What are two purposes of an on-going (event) survey? (Choose two)
A. To measure the quality of a single interaction.
B. To trend levels of customer satisfaction between annual (periodic) surveys.
C. To assess satisfaction levels with all help desk services.
D. To evaluate overall satisfaction levels with products.
When communicating with a customer, it is best to avoid . (Choose two)
A. Empathising.
B. Apologies.
C. Technical terms.
D. Use of slang.
What are the two most important purposes of an annual survey? (Choose two)
A. To identify changes customers feel are valuable.
B. To assess IT technical support.
C. To evaluate overall satisfaction levels.
D. To measure changes in products and services from the previous year.
What are the two most important characteristics of successful teams? (Choose 2)
A. They have individual responsibilities to which they work exclusively.
B. There are many different personalities and skills.
C. They are given challenges to meet and are rewarded effectively.
D. They always make all decisions together.
What is the most effective method for ticket monitoring? (Choose 1)
A. Live service observations.
B. Service Level Agreements.
C. Monthly Change reports.
D. Follow up calls or surveys.
Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Integrated focus.
B. Transactional focus.
C. Proactive focus.
D. Information giving focus.
E. Reactive focus.
What are the three best methods for building rapport among departments within the support organisation? (Choose three)
A. Active Networking.
B. Involvement in Project management.
C. Involvement in cross-functional teams.
D. Participation in company-wide events and initiatives.
The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)
A. Identify customer assumptions.
B. Identify possible causes of the problem.
C. Prioritise possible causes of the problem.
D. Validate the problem statement.
Which are the two most important qualities required for effective leadership? (Choose two)
A. the ability to encourage accountability and ownership.
B. the avoidance of arguments within the group.
C. the demonstration of and support for fairness.
D. the ability to exert absolute authority at all times.
Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)
A. What were the circumstances that led to this situation?
B. Have you ever had this error before?
C. Have you spoken with the systems administrator?
D. What is the error code you see?
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