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Free QQ0-100 Exam Braindumps (page: 13)

Page 12 of 30
PDF with 116 Questions

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

  1. Evaluate customer satisfaction with products, services, and personnel
  2. Determine employee bonuses
  3. Measure individual analyst performance
  4. Trend customer satisfaction between annual surveys

Answer(s): D



What does the abbreviation CTI stand for?

  1. Computer Telephony Integration
  2. Calls, Telephones, and Internet
  3. Customer Telephone Interface
  4. Customised Telephony Intelligence

Answer(s): A



An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

  1. The analyst calls the customer back to correct the information
  2. The analyst closes the call and moves to the next call
  3. The analyst has another analyst call the customer
  4. The analyst calls the customer back and blames the incorrect information on bad documentation

Answer(s): A



In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

  1. Be confident
  2. Be enthusiastic, but natural
  3. Be efficient
  4. Be talkative
  5. Be agreeable to all customer opinions

Answer(s): A,B,C






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