Question 1

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 2

What is a best practice for helping an emotional caller?

Options :

A : Ask the customer to talk about their personal problems.

B : Help the customer focus on the Incident and resolution.

C : Maintain a professional approach according to the SLA.

D : Move the conversation carefully on to general issues within the company.

Answer: B

Question 3

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 4

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 5

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