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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
not being sensitive
C
being impatient
D
sending chain letters
3) Where legal details are found
A
SLA
B
Confidentiality Agreement
C
Netiquette
D
Transcripts
4) Level One technicians primary responsibility
A
update & patch computers
B
fix simple problems
C
gather info from customers
D
use remote software
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
emails
B
software manuals
C
transcripts of support calls
D
technical documentation
7) I use this to control a customer computer.
A
remote diagnostic utilities
B
queue management software
C
contact database
D
online help files
8) Good netiquette includes
A
Don't use formal greetings
B
Used mixed case
C
Use lower case instead of upper case
D
Only flame if for a good cause
9) A good relaxation technique for call centers is...
A
Play video games instead of answering calls
B
Deep breathing
C
taking a long lunch break
D
only talk to knowledgeable customers
10) 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 you'll call them back.
D
Tell them to hold please.
*select an answer for all questions
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