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Service Desk Foundation Qualification
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Which action best illustrates excellent customer service?
Actively listen to customers when they talk to you.
Feel sorry for your customers if they are troubled.
Let customers know your personal accomplishments.
Listen to colleagues when customers talk to you.
What is the best reason for using a standard greeting when answering telephone calls?
Using a standard greeting follows documented procedures.
Using a standard greeting is part of an Incident management process.
Using a standard greeting saves time.
Using a standard greeting sets the expectation for the call.
What is the primary purpose of an operational level agreement?
An OLA addresses topics that are not covered by the SLA.
An OLA contains the operational data used for calls.
An OLA provides access to vendors for support.
An OLA supports the SLA and is between two internal support teams.
What is a best practice when closing an Incident?
Chat with the customer to build a rapport.
Offer to mail the customer a user manual.
Send the customer written confirmation of the Incident closure.
Tell the customer to call again to ask additional questions.
Which is one of the elements of call differentiating?
The customer is always right and should always get their own way.
The customer technical needs must be addressed first and foremost to ensure satisfaction.
Unresolved psychological issues have a negative effect on problem solving.
Your customer may be king, but you are the technical wizard.
What is a best practice for effectively managing your time?
Complete your favourite jobs first.
Set your clock a half an hour ahead.
Work longer hours.
Write down all the tasks you need to accomplish.
What is one of the differences between open and closed questions?
Closed questions are used to receive short responses, and open questions to encourage conversation.
Closed questions seek elaboration, and open questions seek confirmation.
Open questions are scripted, and closed questions are made up on the spot.
There is no difference between open and closed questions.
What is the best reason for using paraphrasing?
Using paraphrasing gives the customer a chance to tell you if you have understood them.
Using paraphrasing increases the customer knowledge of technical terminology.
Use paraphrasing to repeat the customer words back to them.
Use paraphrasing to tell the customer what they should have done.
What is the best description of your role in supporting customers?
Avoid confrontation at all costs.
Deliver consistent, high quality support.
Escalate calls as appropriate.
Minimise talk time.