Which statement best describes the concept of providing consistent service?

APriorities are assigned based on the customer abilities.

BPriorities are assigned based on the customer wishes.

CPriorities are assigned based on the service level agreement.

DPriorities are assigned based on the Service Desk call volume.

Answer : C

Which type of customer satisfaction survey is planned and scheduled on a periodic basis?

AAnnual surveys.

BOngoing surveys.

COnetime surveys.

DProduct surveys.

Answer : A

What is the most likely result of gaining a better understanding of a customer underlying psychological needs?

AThe customers will be encouraged to talk more.

BThe customer will call you for psychiatric advice.

CThe customer will be satisfied by the interaction.

Answer : C

What is the most likely sign that a conflict is developing?

AThe customer offers to send you a diagram.

BThe customer speaks less and less.

CThe customer starts listening carefully to you.

DThe customer tells you not to worry about it until tomorrow.

Answer : B

What is a best practice for keeping the customer attention focused on the resolution?

AAsk the customer to call back later.

BOffer to send the customer an e-mail with the steps.

CSuggest that the customer writes down the steps.

DTell the customer to concentrate.

Answer : C

Free Practice Questions for SDI SD0-401 Exam