CS2 - Ch 10 Part 2: Question Preview (ID: 8152)

Below is a preview of the questions contained within the game titled CS2 - CH 10 PART 2: Ch. 10 Test Review .To play games using this data set, follow the directions below. Good luck and have fun. Enjoy! [print these questions]

Play games to reveal the correct answers. Click here to play a game and get the answers.

Good communication skills means
a) better info from customers b) no customer complaints c) less need for technical manuals d) always fixing the problem
This is unethical or illegal.
a) being impatient b) sending chain letters c) closing ticket early d) not being sensitive
Where legal details are found
a) Netiquette b) Transcripts c) SLA d) Confidentiality Agreement
Level One technicians primary responsibility
a) fix simple problems b) gather info from customers c) use remote software d) update & patch computers
Besides when case needs to be opened, escalate to Level 2 when
a) Problem takes more than 10 min b) No specific details c) Contact info is inaccurate d) No model of computer on record
Never look at a customer's
a) software manuals b) technical documentation c) emails d) transcripts of support calls
I use this to control a customer computer.
a) remote diagnostic utilities b) queue management software c) contact database d) online help files
Good netiquette includes
a) Only flame if for a good cause b) Don't use formal greetings c) Used mixed case d) Use lower case instead of upper case
A good relaxation technique for call centers is...
a) taking a long lunch break b) only talk to knowledgeable customers c) Play video games instead of answering calls d) Deep breathing
I need to look something up to solve a problem...
a) Ask customer to call back b) Ask to put them on hold and wait for reply c) Tell them to hold please. d) Tell them you'll call them back.
Play Games with the Questions above at ReviewGameZone.com
To play games using the questions from the data set above, visit ReviewGameZone.com and enter game ID number: 8152 in the upper right hand corner at ReviewGameZone.com or simply click on the link above this text.

Log In
| Sign Up / Register