Question 1

How can being empathetic to the customer benefit the Service Desk?

Options :

A : Being empathetic allows you to express your feelings.

B : Being empathetic creates a rapport with the customer.

C : Being empathetic increases first contact resolution.

D : Being empathetic permits the customer to vent.

Answer: B

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

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

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 the best description of your role in supporting customers?

Options :

A : Avoid confrontation at all costs.

B : Deliver consistent, high quality support.

C : Escalate calls as appropriate.

D : Minimise talk time

Answer: B

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