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Free QQ0-200 Exam Braindumps (page: 9)

Page 8 of 29
PDF with 114 Questions

Which are the two most important qualities required for effective leadership? (Choose two)

  1. the ability to encourage accountability and ownership.
  2. the avoidance of arguments within the group.
  3. the demonstration of and support for fairness.
  4. the ability to exert absolute authority at all times.

Answer(s): A,C



Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

  1. What were the circumstances that led to this situation?
  2. Have you ever had this error before?
  3. Have you spoken with the systems administrator?
  4. What is the error code you see?

Answer(s): A



What are the two most important points to remember in order to manage a call successfully? (Choose two)

  1. Give the customer something to do.
  2. Use the same terminology as the customer.
  3. Create a problem-solving work-flow.
  4. Clearly document the situation and the steps taken.

Answer(s): B,D



What are two purposes of an on-going (event) survey? (Choose two)

  1. To measure the quality of a single interaction.
  2. To trend levels of customer satisfaction between annual (periodic) surveys.
  3. To assess satisfaction levels with all help desk services.
  4. To evaluate overall satisfaction levels with products.

Answer(s): A,B






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