What does the abbreviation CTI stand for?
You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?
What is deductive reasoning?
Which three approaches help create a positive business reputation? (Choose three.)
What is the first thing you should do if you think there is unlicensed software on computers at your company?
Which three techniques describe basic creative thinking? (Choose three.)
What are three techniques of active listening? (Choose three.)
For which two reasons do help desk's log all calls? (Choose two.)
Which statement best describes communication within a positive work environment?
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 what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?
Which question allows you to determine whether or not your customer is logged on to the network?
Which two are characteristics of unsuccessful teams? (Choose two.)
In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)
Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.
Which three are common characteristics of successful teams? (Choose three.)