#1
Which of the following is NOT a recommended practice for providing excellent customer service in technical support?
Active listening to understand the customer's issue
Blaming the customer for the problem
Empathizing with the customer's frustration
Offering solutions or workarounds promptly
#2
What is the primary goal of a technical support specialist when dealing with a customer issue?
To close the ticket as quickly as possible
To blame the customer for the problem
To resolve the customer's issue effectively and efficiently
To ignore the customer's problem
#3
What does the acronym 'IVR' stand for in the context of technical support?
Interactive Voice Response
Immediate Virtual Resolution
Internet Video Relay
Intelligent Virtual Routing
#4
What is the significance of 'SLA' in technical support?
Service Level Agreement
Support Line Authorization
Systematic Latency Assessment
Service Level Assessment
#5
What is the purpose of 'call routing' in technical support?
To ignore customer calls
To redirect calls to the appropriate support agent or department
To delay the resolution of customer issues
To discourage customers from seeking support
#6
What does 'FIFO' stand for in the context of technical support?
First In, First Out
Final Issue, Final Outcome
Find Immediate Fixes Online
Fast Internet for Online troubleshooting
#7
Which of the following is NOT a potential benefit of implementing a knowledge base in technical support?
Reduced call resolution time
Improved customer satisfaction
Increased dependency on human memory
Consistency in solutions provided
#8
Which of the following communication channels is commonly used for technical support interactions?
Social media
Text messaging
Email
All of the above
#9
What does 'NPS' stand for in the context of customer service?
Net Promoter Score
New Product Service
Network Protocol Specification
Non-Performance Status
#10
Which of the following is NOT a recommended approach for managing angry or frustrated customers in technical support?
Remaining calm and composed
Taking their frustration personally
Empathizing with their situation
Offering a solution or workaround
#11
What is the significance of 'root cause analysis' in technical support?
It helps to identify and address the underlying cause of recurring issues
It assigns blame to the customer for technical issues
It delays the resolution of technical problems
It prioritizes cosmetic fixes over permanent solutions
#12
What is the purpose of using a CRM (Customer Relationship Management) system in technical support?
To track customer interactions and history
To slow down the support process
To limit customer access to support resources
To automate all support interactions
#13
In a technical support context, what does 'SLA' stand for?
Service Level Agreement
Support Line Authorization
Service Log Analysis
Systematic Latency Assessment
#14
Which of the following is NOT a common challenge faced by technical support teams?
Language barriers
Lack of technical knowledge
Overcommunication with customers
High call volume
#15
What role does 'escalation' play in technical support?
It helps to reduce customer satisfaction
It delays the resolution of issues
It involves routing an issue to higher levels of support
It prevents the need for further assistance
#16
In technical support, what is 'remote desktop software' used for?
To physically fix hardware issues
To control and troubleshoot a customer's computer from a distance
To block access to customer's devices
To monitor network traffic
#17
What is the purpose of 'sandbox environments' in technical support?
To create real-life simulations of customer issues
To isolate and test changes without affecting production systems
To encourage customers to play with the product
To discourage experimentation with software