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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
always fixing the problem
C
better info from customers
D
no customer complaints
2) This is unethical or illegal.
A
closing ticket early
B
being impatient
C
sending chain letters
D
not being sensitive
3) Where legal details are found
A
Transcripts
B
Netiquette
C
SLA
D
Confidentiality Agreement
4) Level One technicians primary responsibility
A
fix simple problems
B
update & patch computers
C
use remote software
D
gather info from customers
5) Besides when case needs to be opened, escalate to Level 2 when
A
Problem takes more than 10 min
B
No model of computer on record
C
No specific details
D
Contact info is inaccurate
6) Never look at a customer's
A
software manuals
B
transcripts of support calls
C
technical documentation
D
emails
7) I use this to control a customer computer.
A
remote diagnostic utilities
B
contact database
C
online help files
D
queue management software
8) Good netiquette includes
A
Don't use formal greetings
B
Use lower case instead of upper case
C
Used mixed case
D
Only flame if for a good cause
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
Tell them you'll call them back.
B
Tell them to hold please.
C
Ask to put them on hold and wait for reply
D
Ask customer to call back
*select an answer for all questions
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