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Free QQ0-100 Exam Braindumps (page: 8)

Page 7 of 30
PDF with 116 Questions

In which two instances is it appropriate to use the customers first name? (Choose two.)

  1. During the initial interaction with the customer
  2. When the customer becomes irate
  3. During informal communication
  4. When you have established a good rapport with the customer

Answer(s): C,D



Which three media can be used to conduct surveys? (Choose three.)

  1. The Internet
  2. E-mail
  3. Personal interviews
  4. A suggestion box

Answer(s): A,B,C



What is the number one goal of support services?

  1. To give technical support to anyone who calls
  2. To resolve all calls requiring technical support
  3. To obtain information for any questionsthat are asked
  4. To keep the customer performing at the highest level possible

Answer(s): D



Which system allows a customer to choose among various options when calling a help desk?

  1. Optional Response Routing (ORR)
  2. Voice Recognition System (VRS)
  3. Multiple Option System (MOS)
  4. Interactive Voice Response (IVR)

Answer(s): D






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