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1. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?
A) the quality of the data
B) the Abandonment Rate
C) the Average Speed of Answer
D) the resolution of the problem
2. What are two ways to understand and value cultural difference ? (Choose two)
A) study the business practices of successful multinational business
B) take a course in business administration
C) study the business practices in relation to the mission statement
D) take a course in cross-cultural studies
3. What should the Help Desk manager do to be a good listener? (Choose three)
A) carefully craft your responses to question:s
B) be sensitive to the feelings of the speaker
C) note the speaker's non-verbal cues
D) make an effort to hear precisely what is being said.
E) insert personal experiences into the conversation
F) re-interpret the message based on external input
4. What is a best practice for managing the bottom line performance of the support center?
A) Ensure that expectations for deliverables are clearly understood.
B) Focus on the technological aspects of the support center.
C) Consider the impact to your team before making decisions.
D) Make progress reports optional for your staff.
5. Which technology reduces Help Desk call volumes?
A) telephone
B) voice mail
C) e-mail
D) self-service
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,D | Question # 3 Answer: B,C,D | Question # 4 Answer: A | Question # 5 Answer: D |
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