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

Student ID/Service Tag #/Details of malfunction

Student ID/Service Tag #/Resolution

Student ID/Service Tag #/Login ID

Student ID/Service Tag #/E-Mail address

When a student has forgotten his/her Skyward password, what should you first do as a TSI Customer Service representative?

Have the client click "forgot password" under their login bar

When a student logs onto Office 365 for the first time, they fill out AZURE. The point of having AZURE is:

To authorize their new Office 365 license

To check their grades in Skyward

To personalize student usernames

A student comes to TSI Customer Service claiming that they are unable to sign into Skyward but they are already logged into their computer. It is most likely that...

They are entering the username or password incorrectly

They are not registered for school meaning they do not have Skyward access

Which of the following does NOT show active listening when working at customer service?

Asking your classroom instructor to speak with the customer

Repeating and reflecting back your understanding to the customer

Using words such as, I see, go on, right

A student is not getting their teacher's email for a OneNote invitation. As a customer service representative, you should tell them to...

o to their OneDrive and check in the "Shared with me" folder

Wait longer for the email and continually refresh

Tell your teacher that they did not send you the invitation

Update their Office 365 license

Michael Jordan came into TSI for an issue with his laptop. What specific information is entered into the circled field?

The TSI customer representative's name

You're helping a customer who is computer illiterate and they are not understanding what you are trying to explain. How much time to you spend trying to help them?

Work with them for as long as it takes

About 10 minutes; I'd go through it once as quickly as possible and then move on to someone else.

About 20 minutes; I'd at least make sure they understand the basics

About a minute; I'd get frustrated the first time he says, "I don't understand".

When it comes to resolving conflicts between clients and representatives...

I remember to stay professional and that I am representing our program

I usually give in and let the other person have his/her way

I try to push for a win but if it is not in the cards I can accept a compromise

I find it extremely difficult to accept when others have different viewpoints than me

A person approaches you at the customer service window and tells you of many complaints he has about TSI. You should...

Speak with a positive tone, let them know you'll look into the complains, come up with a solution, and hopefully make their next visit better

Regard the complaints as accurate and take immediate steps to fix them on the spot

Do some research to see if the complaints are true

Assume that his is just blowing off steam and ignore his complaints

When a student forgot his/her Edline password, what do you do as a TSI Customer Service representative?

Escalate to the classroom instructor

Look him/her up in Password Manager

Look up his/her password on Edline

You are working the customer service desk and you see your best friend in the hallway. As a TSI representative you should...

Greet your friend with a smile and continue displaying professionalism to the highest degree

Run out into the hallway to greet your friend

Start screaming together and hug one another through the window

Take out your phone and show them a new picture of you and your significant other

Which is NOT a key skill a TSI Customer Service Representative should practice?

The ability to be impolite to a customer when needed

The ability to ask clarifying questions to customers

The ability to multi-task and manage several tasks at once

The ability to stay focused throughout an entire customer transaction

The DIRECT benefits of exceptional customer service are ...

Happy & loyal customers share their positive experiences

Time consuming, hard to do, & just not worth it

More customers & increased business

Less customers, less returning business

What is TSI abbreviated for here at Morton?

Technological Source Internship

Which is NOT a Key Point to providing Great Customer Service as a TSI Customer Service Representative?

Know your Information=Products, Services, Procedures

Treat the customer as you would want to be treated.

Who are your customers here at Morton TSI?

Students/Teachers/Staff/Administration

Students/Teachers & Parents Only

The TSI Customer Service department...

Must display professionalism at all times

Cleans up the mess that other TSI departments cause

Is expected to socialize with their friends as they come into TSI

Should not treat their roles as if it was a real job

A customer walks into TSI with a computer problem, what is the first thing you do?

Ask them what is wrong with their computer

Ask the class room instructor for help

In order to fill out Microsoft AZURE, students need to provide:

An email to receive an email or phone number to receive a text

A phone number to receive text or address to receive a letter

An address to receive a letter or email to receive an email

Teachers name to receive log in information

A student logs onto Office 365 and none of their tiles are showing. It is very likely that...

They need their Office 365 license

They forgot to add "@jsmorton" to the end of their username

It is their first time logging onto Office 365

A parent comes into TSI and is extremely upset over a situation and the parent begins to raise his voice at you. How do you handle the situation?

Hear the parent out, display empathy, try to calm them and resolve the issue

Pass the parent off onto someone else

Let the parent know that you are the boss and you will not be spoken to in that manner

Speak to the parent in the same manner and you are currently being spoken to

When a student is logged into their computer and says they need their Skyward password reset. How do you know they are mistaken?

Their Skyward username and password is the exact same as the information they used for their initial login, and they already logged in

They are not, they truly do not know their password.

Which of the following does NOT show active listening when working at customer service?

Asking your classroom instructor to speak with the customer

Repeating and reflecting back your understanding to the customer

Using words such as, I see, go on, right

A student is not getting their teacher's email for a OneNote invitation. As a customer service representative, you should tell them to...

Go to their OneDrive and check in the "Shared with me" folder

Wait longer for the email and continually refresh

Tell your teacher that they did not send you the invitation

Update their Office 365 license

Which of the following is most likely to help in calming an angry customer when face to face?

Listen intently to the customer and share what you can do to help

Using sarcasm to try and make the customer more comfortable

Speaking louder than the customer so they can hear you better

Telling a joke to make the customer laugh

You hear your fellow customer service representative give some advice to a client, but you know what they are saying is incorrect information. You should...

Privately assist your colleague with the correct guidance they should give their client

Don't get involved in the situation, the client will figure out it was wrong when they try it out for themselves

Slide over and tell both the other service representative and the client and that they information is wrong and tell them what they should do instead

Find the client after they have left the customer service window and let them know what they should really do with their computer

Which of the following is true at the customer service desk?

In any given service situation our customer service representatives can choose their own behavior for the best possible outcome

The customer service representative needs to change their personality to match that of the customer

The customer service representatives are never rude when they need help, so they should not have to put up with difficult behavior from customers

The customer has a perfect right to be rude if necessary

When solving any situation that you do not know, you must ...

Problem solve on your own; Then ask 3 classmates; Then teacher or technician

Immediately ask the teacher for the answer

Immediately ask the technician for the answer

Customer Service

Quiz

•

Computers, Professional Development

•

9th - 12th Grade

•

Practice Problem

•

Medium

Natalie Mash

Used 98+ times

FREE Resource

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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?"

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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Customer Service

40 questions

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

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

Exceptional customer service includes all the following attributes EXCEPT?

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

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

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

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

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

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

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

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