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What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
Which two techniques are important for keeping a customer focused? (Choose two.)
During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?
Why is using a uniform greeting and closing with the customer an essential telephone skill?
Which three network outages should be assigned a high priority? (Choose three.)
An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
Which three approaches help create a positive business reputation? (Choose three.)
An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successfully manage the call? (Choose three.)
Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a Drag and Drop question, click the Help button.
A customer satisfaction survey is important because it obtains information about _____.
Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)
You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (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?
Which three skills should a network administrator's skill set include? (Choose three.)
For which three reasons do companies implement security policies? (Choose three.)
In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)
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.)
TESTED 02 May 2026
