What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

Explain why their problem happened in the first place.
Apologise, thank them for calling and close the call.
Listen to them, document all the details, and ensure that it is followed up.
Tell them that the group at fault for the complaint they made will contact them.

Answer(s): C

What is the best description of a business case? (Choose 1)

Answer(s): B

Which three are examples of common network components? (Choose 3)

Answer(s): A,B,D

Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

The longer the ASA, the higher the abandonment rate.
The shorter the ASA, the higher the probability customers will solve their own problems.
The shorter the ASA, the higher the abandonment rate.
The longer the ASA, the higher the probability customers will solve their own problems.

Answer(s): A

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