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What is a best practice to follow when writing an e-mail?
Write long explanations of processes.
Use abbreviations to speed up the writing process.
Review the e-mail before you send it.
Include emoticons to be friendly.
What is a common metric used to measure Support Centre performance?
Abandon before answer (ABA)
Average time to respond (ATR)
Incident quality score (IQS)
Total faxes received (TFR)
What is the best reason for displaying a good service attitude?
Displaying a good service attitude will improve customer performance.
Displaying a good service attitude will create a positive impression of the Support Centre.
Displaying a good service attitude will reflect well in your performance evaluations.
Displaying a good service attitude will help meet service levels.
Your help desk/support centre wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?
A web master magazine.
The marketing department.
Senior management meetings.
Knowledge Centred Support.
TESTED 15 May 2024
