Question 1

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 2

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 3

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 4

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 5

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