Question 1

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

Question 2

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 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 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

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