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CS2 - Ch. 10 Part 1
Test Description: Chapter 10 Test Review
Instructions: Answer all questions to get your test result.
1) A caller says another technician was rude...you
A
agree with customer and offer to help
B
have them submit it in writing
C
tell them to talk to the manager
D
apologize and offer to help
2) This is good netiquette.
A
Use all upper case
B
Check grammar
C
Reply to flames via voice
D
Don't use formal greetings in replies
3) You see a confidential file on a customer's computer...
A
Ask another user to close it.
B
Step away & have user close it.
C
Report it to you manager.
D
Minimize it and ignore it.
4) Level Two Technicians:
A
Chooses computer vendors
B
Handle software errors
C
Gather info from customer
D
Fix problems that need to open computer
5) Inexperienced customers need..
A
reprimands not to do it again
B
explanation of probable causes
C
step-by-step instructions
D
conference calls with Level 2 techs
6) This is not a relaxation technique used in call centers...
A
Frequent gaming breaks
B
Quick walk
C
Soothing sounds mp3s
D
Relaxed breathing
7) Exception to SLA that needs manager approval
A
Contact person information
B
Clarification on cost & penalties
C
Upgrade the service with cost
D
Adding 2 computers with no extra charges
8) I am transferring a customer. You don't need to tell the other technician...
A
your name
B
cutomer name
C
ticket number
D
department numbers
9) First step in resolving customer problem...
A
search internet sites
B
review technical documentation
C
brainstorm with coworkers
D
speak to customer
10) Stress...
A
allows good rapport
B
keeps customers from giving good info
C
is a useful resource
D
improves focus
*select an answer for all questions
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