Service Excellence in Technical Support (SETS) - 10 Questions

Question 1: Importance of Quality Service.

1. Why is quality service important in technical support?

• Increases customer retention

• Reduces operational cost

• Enhances brand image

• All of the above

Question 2: Levels of Customer Expectations.

2. Which of the following is NOT a level of customer expectations?

• Basic expectations

• Expressed expectations

• Unrealistic expectations

• Implied expectations

Question 3: Customer Service Skills.

3. Which skill is NOT generally considered essential for customer service in technical support?

• Empathy

• Technical expertise

• Aggressiveness

• Communication

Question 4: Customer Retention.

4. What is generally cheaper for a company?

• Acquiring a new customer

• Retaining an existing customer

• Retaining an existing customer

• Both are equally costly

Question 5: Customer Feedback.

5. Why is customer feedback important?

• To improve products

• To assess employee performance

• To understand customer needs

• All of the above

Question 6: Service Recovery.

6. What is the first step in service recovery?

• Apologize to the customer

• Assess the situation

• Offer compensation

• Ignore the complaint

Question 7: Role of Technology.

7. How does technology primarily assist in technical support?

• Speeds up response time

• Reduces human interaction

• Increases operational costs

• None of the above

Question 8: Types of Support Channels.

8. Which of the following is not a common channel for providing technical support?

• Email

• Phone

• Social media

• Postal mail

Question 9: Customer Loyalty.

9. What is a key factor in building customer loyalty?

• Offering discounts

• Providing consistent quality service

• Having a wide range of products

• Frequent advertising

Question 10: Handling Difficult Customers.

10. What should you avoid when handling a difficult customer?

• Listening carefully

• Being defensive

• Offering solutions

• Apologizing for the inconvenience