Your manager has told you that the Service Desk team must provide excellent customer service at all times. As an SDA, what is the most important thing you must do to ensure that this happens?
Some things can get in the way of good communication which of these options has the biggest
impact on a Service Desk?
What is the best type of questioning to use to disengage a caller whilst ensuring
a professional approach to call management?
Which of these options is NOT part of the correct procedure for putting a user on hold?
