What is the number one goal of support services?

Correct Answer for the Question – What is the number one goal of support services? is given below What is the number one goal of support services? To give technical support to anyone who calls. To resolve all calls requiring technical support. To obtain information for any questions that are asked. To keep the customer performing … Read more

Which technique will best optimize talk time?

Correct Answer for the Question – Which technique will best optimize talk time? is given below Which technique will best optimize talk time? Analyst asks clarifying questions. Analyst uses business language. Customer should be prepared to actively listen. Analyst adjust to customer pace and competence level. Correct Answer The Correct Answer for this Question is Analyst … Read more

Which two techniques are used to match a caller’s style?

Correct Answer for the Question – Which two techniques are used to match a caller’s style? is given below Which two techniques are used to match a caller’s style? (Choose two.) Style Restating Vocabulary Paraphrasing Correct Answer The Correct Answer for this Question is Style Vocabulary Explanation The Question – Which two techniques are used to … Read more

Which metric indicates how long a customer has to wait before talking to an analyst?

Correct Answer for the Question – Which metric indicates how long a customer has to wait before talking to an analyst? is given below Which metric indicates how long a customer has to wait before talking to an analyst? Average call time. Average talk time. Average capture time. Average speed of answer. Correct Answer The Correct … Read more

Which two actions should you take to get the customer’s attention?

Correct Answer for the Question – Which two actions should you take to get the customer’s attention? is given below A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about … Read more

Which statement best describes logical problem solving?

Correct Answer for the Question – Which statement best describes logical problem solving? is given below Which statement best describes logical problem solving? A reactive process Applying a project management approach Finding a workaround in the shortest possible time Organizing a problem into a series of rational, orderly steps Correct Answer The Correct Answer for this … Read more

What is the primary purpose of an on-going (event) survey?

Correct Answer for the Question – What is the primary purpose of an on-going (event) survey? is given below What is the primary purpose of an on-going (event) survey? Determine employee bonuses. Measure individual analyst performance. Trend customer satisfaction between annual surveys. Evaluate customer satisfaction with products, services, and personnel. Correct Answer The Correct Answer for … Read more

Which three policies assist analysts with managing their time?

Correct Answer for the Question – Which three policies assist analysts with managing their time? is given below Which three policies assist analysts with managing their time? (Choose three.) Scheduled break times Resolved tickets per day Shift start and end times Average talk time expectations Correct Answer The Correct Answer for this Question is Scheduled break … Read more

Which three approached help create a positive business reputation?

Correct Answer for the Question – Which three approached help create a positive business reputation? is given below Which three approached help create a positive business reputation? (Choose three.) When you hear complaints about your organization, change the subject. Have a good attitude and never speak negatively about your organization. See what you can do to … Read more

Which three types of data?

Correct Answer for the Question – Which three types of data? is given below Companies typically restrict access to which three types of data? (Choose three.) Office location Personnel records Payroll information Proprietary information Correct Answer The Correct Answer for this Question is Personnel records Payroll information Proprietary information Explanation The Question – Which three types … Read more