Question 1

Which action is most likely to give the customer a positive impression of the Service Desk?

Options :

A : Agree with customers, even if they are mistaken.

B : Keep customers informed of the steps being taken to resolve their problem.

C : Provide customers with an Incident reference number.

D : Support products that are contained in the Service Level Agreement.

Answer: B

Question 2

The principal purpose of company policies is to:

Options :

A : Document operating procedures.

B : Identify Incidents for additional follow-up.

C : Provide clear definitions of boundaries.

D : Protect the Service Desk from hackers.

Answer: C

Question 3

What is a best practice when helping a customer whose native language is different to yours?

Options :

A : Avoid asking the customer for clarification.

B : Avoid using remote control.

C : Take regular breaks during the call.

D : Pause to allow time for understanding

Answer: D

Question 4

What is a best practice for establishing an effective relationship with your customer?

Options :

A :

Interview each customer.

B : Manage each customer expectations.

C : Receive SLAs from each customer.

D : Provide reports to each customer.

Answer: B

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