Which two service parameters are normally addressed in a Service Level Agreement? (Choose two.)
A. days and hours of service
B. call flows
C. training material
D. products supported
What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two.)
A. past performance problems
B. verbal communications
C. written documentation
D. non-verbal communications
How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A. be active in the implementation plan for new products
B. be prepared to add staff should a new service fail
C. meet regularly with stakeholders to determine training gaps
D. meet regularly with focus groups and team members to evaluate past performances
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______
A. employee
B. employee's colleagues
C. Human Resources Director
D. manager
Contract staffing is best described by which statement?
A. Contract employees typically work for a clearly defined time frame.
B. Contract employees need more initial training than full-time employees.
C. Contract employees perform work that is not normally done by a full-time employee.
D. Contract employees work independently and are not considered part of an organizational unit.
Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two.)
A. The feedback may indicate whether or not you are meeting your mission.
B. Help Desk performance can be measured against expectations.
C. Customers are more likely to provide responses on future surveys.
D. Customers care how your Help Desk is doing.
What are three steps in an employee gap analysis? (Choose three.)
A. compare the variance in an employee's current skills to the skills required for a specific job for which an employee is being considered (or the employee's current position)
B. compare the job skills for the employee's current position to the skills required for the next job level
C. list the skills of each employee and compare them to each other
D. identify employee skills
Which concept refers to identifying required staffing based on projected volume?
A. resource planning
B. trend awareness
C. outsourcing
D. insourcing
What should analysts do to ensure that a shared work environment is effective?
A. use discretion and courtesy
B. make the environment as comfortable as possible with pictures and colors
C. allow employees to adjust their workstations to meet their personal needs
D. play music to reduce stress levels
Which three actions can you take to reduce the risk of customer conflict? (Choose three.)
A. do not interrupt
B. change your rate of speech
C. let the customer vent
D. be respectful
E. change the tone in your voice
