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