How do you handle a difficult customer who comes into TSI for help?

• Pass off the customer onto other TSI student
• Hear customer out, calm customer and resolve situation
• Be disrespectful back to the customer
• Avoid interacting with the customer

Exceeding customer expectations which leaves the customer feeling valued is an example of? 

• Exceptional Customer Service
• Good Customer Service
• Satisfactory Customer Service
• Poor Customer Service 

Exceptional customer service includes all the following attributes EXCEPT?

• Not being afraid to ask questions
• Smiling, being alert and aware
• Taking pride in your work
• Being afraid to talk to customer

Which is NOT a key point to providing Great customer service as a TSI representative? 

• Treating others how you wish to be treated
• Talking without listening
• Being available and attentive
• Knowing your product/service/procedures

What should a TSI customer service representative say when a customer enters the room? 

• "Do you need help?"
• "What is your problem?"
• "Hello, how may I help you?"
• "Have a nice day?"

When a laptop has been repaired what is entered in the two fields circled?

• True, details of the malfunction
• False, details of malfunction solution or repair
• True, details of the malfunction solution or repair
• False, details of the malfunction

Which fields must be completed when filling out a Help Desk ticket?

• Location/Category/Skyward Specific Issue 
• Skyward Specific Issue/Room/Category
• Category/Location/Room
• They all must be completed

What information is entered in this field when completing a ticket for a student with a bad HD?

• Student ID/Service Tag #/Resolution
• Student ID/Service Tag #/Login ID
• Student ID/Service Tag #/E-Mail address
• Student ID/Service Tag #/Details of malfunction

What is the correct choice when entering information in the circled field for a password issue?

• Teacher Device
• Hardware
• Student Laptop
• Network

When using Help Desk, what is the first thing a TSI representative should do? 

• Add an Assignment
• Use the Use the Dashboards
• Make a Query
• Open a New Incident