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Question 1

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

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 metric is used to measure the average amount of time that a customer waits before a call is answered?

Options :

A : Abandon before answer.

B : Availability.

C : Average speed to answer.

D : First contact resolution.

Answer: C

Question 4

Your help desk/Service Desk wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?

Options :

A : A web master magazine.

B : Senior management meetings.

C : Knowledge Centred Support.

D : The marketing department.

Answer: C

Question 5

What is the most important reason for using customer satisfaction surveys?

Options :

A : Customer satisfaction surveys allow customers to say what they really think without offending Service Desk staff.

B : Customer satisfaction surveys help to determine if customer service expectations are being met.

C : Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

D : Customer satisfaction surveys provide information that can be used to assess blame for Problems.

Answer: B