Question 1

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 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 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 4

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 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

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