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What is a best practice to use when placing a customer on hold?

A.

Document your actions in the incident record.

B.

Provide a valid reason for putting the customer on hold.

C.

Set a reminder so that you don forget the customer.

D.

Ensure that the hold music is working.

What is the best reason for documenting processes and procedures?

A.

Documenting processes and procedures enforces workplace culture.

B.

Documenting processes and procedures keeps you occupied during down time.

C.

Documenting processes and procedures ensures consistent service.

D.

Documenting processes and procedures prevents customers from asking for special treatment.

What is a best practice for effective cross-cultural communication?

A.

Use proper language expressions.

B.

Increase the pace of the call.

C.

Repeat everything that the customer says.

D.

Ask open questions.

What is the most important reason for maintaining legal compliance in the Support Centre?

A.

Maintaining legal compliance prevents employees from downloading music.

B.

Maintaining legal compliance protects identity information.

C.

Maintaining legal compliance protects your personal rights.

D.

Maintaining legal compliance prevents unauthorised internet usage.

Lost business and low customer satisfaction are the most likely result of an increase in:

A.

Talk time.

B.

Calls abandoned before answered.

C.

Agent availability.

D.

Productivity.

What is a best practice for building positive working relationships with other groups in the Support Centre?

A.

Treat others in the same way they treat you.

B.

Treat others nicely if they can help you.

C.

Share gossip about other teams.

D.

Share your knowledge.

What is the primary objective of a change management process?

A.

The primary objective of a change management process is to improve content in the knowledge base.

B.

The primary objective of a change management process is to minimise the impact of changes.

C.

The primary objective of a change management process is to identify who initiated the change.

D.

The primary objective of a change management process is to publicise changes.

What is a best practice to use when assisting an emotional caller?

A.

Let the customer know you understand how they feel.

B.

Allow the customer to cry until they get it out of their system.

C.

Tell the customer a story about a similar bad experience.

D.

Ask the customer to pull themselves together.

What should you do if you are helping a customer who has difficulties in communicating because of language differences?

A.

Let the team know about this problem call.

B.

Transfer the call to a supervisor.

C.

Ask the customer to write their question down.

D.

Tell the customer to call back later.

What is the most likely result of gaining a better understanding of a customer underlying psychological needs? B.The customer business needs will be misunderstood.

A.

The customer will be satisfied by the interaction.

B.

The customer will call you for psychiatric advice.

C.

The customers will be encouraged to talk more.