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CS2 - Ch 10 Part 2
Test Description: Ch. 10 Test Review
Instructions: Answer all questions to get your test result.
1) Good communication skills means
A
less need for technical manuals
B
no customer complaints
C
better info from customers
D
always fixing the problem
2) This is unethical or illegal.
A
not being sensitive
B
sending chain letters
C
being impatient
D
closing ticket early
3) Where legal details are found
A
Transcripts
B
SLA
C
Confidentiality Agreement
D
Netiquette
4) Level One technicians primary responsibility
A
use remote software
B
gather info from customers
C
update & patch computers
D
fix simple problems
5) Besides when case needs to be opened, escalate to Level 2 when
A
Problem takes more than 10 min
B
Contact info is inaccurate
C
No model of computer on record
D
No specific details
6) Never look at a customer's
A
technical documentation
B
transcripts of support calls
C
software manuals
D
emails
7) I use this to control a customer computer.
A
queue management software
B
contact database
C
online help files
D
remote diagnostic utilities
8) Good netiquette includes
A
Used mixed case
B
Use lower case instead of upper case
C
Only flame if for a good cause
D
Don't use formal greetings
9) A good relaxation technique for call centers is...
A
only talk to knowledgeable customers
B
Play video games instead of answering calls
C
Deep breathing
D
taking a long lunch break
10) I need to look something up to solve a problem...
A
Ask to put them on hold and wait for reply
B
Tell them you'll call them back.
C
Ask customer to call back
D
Tell them to hold please.
*select an answer for all questions
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