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Q: 11
Which action is most likely to give the customer a positive impression of the Service Desk?
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Q: 12
Which statement best describes a problem?
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Q: 13
What is a benefit of teamwork?
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Q: 14
Which of the following techniques is the best one for reducing and eliminating conflict during a call?
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Q: 15
Which is a common physical symptom of stress?
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Q: 16
What is the most important reason for using customer satisfaction surveys?
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Q: 17
What is the most likely sign that a conflict is developing?
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Q: 18
What is a best practice to use to disengage from a customer?
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Q: 19
What is a best practice for helping a customer who feels inconvenienced?
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Q: 20
Which metric is used to measure the average amount of time that a customer waits before a call is answered?
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Question 11 of 20 · Page 2 / 2

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