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Question: 5

Which of these options is NOT part of the correct procedure for putting a user on hold?

  1. Asking the user for permission to remotely access their system
  2. Communicating a valid reason for putting the user on hold
  3. Giving the user a reasonable time frame
  4. Regularly updating the user about the wait-time


Answer: A

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Question: 2

Some things can get in the way of good communication which of these options has the biggest

impact on a Service Desk?

  1. Noise and general chatter
  2. Inappropriate SLAs in place
  3. An unreliable IT infrastructure
  4. The users status in the organisation


Answer: A

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Question: 4

What is the best type of questioning to use to disengage a caller whilst ensuring

a professional approach to call management?

  1. Reflective questions
  2. Rapid questions
  3. Open questions
  4. Closed questions


Answer: D

Question: 5

Which of these options is NOT part of the correct procedure for putting a user on hold?

  1. Asking the user for permission to remotely access their system
  2. Communicating a valid reason for putting the user on hold
  3. Giving the user a reasonable time frame
  4. Regularly updating the user about the wait-time


Answer: A