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What is the most important reason for using customer satisfaction surveys?

A.

Customer satisfaction surveys are required by the service level agreement.

B.

Customer satisfaction surveys identify whether customer expectations are being met.

C.

Customer satisfaction surveys are a useful source for marketing statistics.

D.

Customer satisfaction surveys provide management with data required to create a schedule for the Support Centre.

What is a best practice when writing e-mail?

A.

Use standard headers and footers for consistency.

B.

Use emoticons to convey empathy.

C.

Use animation to emphasise your point.

D.

Use different colours to improve readability.

Which statement best describes the concept of providing consistent service?

A.

Priorities are assigned based on the customer abilities.

B.

Priorities are assigned based on the Support Centre call volume.

C.

Priorities are assigned based on the customer wishes.

D.

Priorities are assigned based on the service level agreement.

Why is it important for you to demonstrate confidence when dealing with others?

A.

Demonstrating confidence maximises talk time.

B.

Demonstrating confidence increases first contact resolution.

C.

Demonstrating confidence minimises conflicts with customers.

D.

Demonstrating confidence establishes credibility with customers.

Whicht is an example of data that must be protected by security policies?

A.

Department addresses.

B.

Personal information.

C.

General telephone numbers.

D.

Head office marketing handouts.

What type of question will best encourage a customer to talk more about their incident?

A.

Closed questions.

B.

Technical questions.

C.

Open questions.

D.

Personal questions.