Help Desk Training

How should a help desk executive greet a resident during a face-to-face interaction?

• "What seems to be the issue now?"
• "Good day! How may I assist you today?"
• "Do you have another problem to report?"
• "I'm occupied at the moment, come back later."

How should a help desk executive handle a phone call from a resident while assisting another resident in person?

• Ignore the phone call and focus on the in-person interaction.
• Politely excuse oneself to answer the phone.
• Ask the resident in person to wait while answering the call.
• Let the phone ring and check it up later.

What is the appropriate response when a resident is speaking in an agitated tone during a conversation?

• Respond with equal agitation to assert authority.
• Remain calm and actively listen to address their concerns.
• Interrupt them to assert control of the conversation.
• Dismiss their concerns and change the subject.

How should a help desk executive respond when a resident asks a question they are unsure how to answer?

• Guess the answer to avoid appearing incompetent.
• Admit uncertainty and offer to find the information or escalate the query.
• Provide a vague response to avoid further questioning.
• Redirect the conversation to a different topic.

What should a help desk executive do if they are unable to resolve a resident's issue immediately?

• Ignore the issue and hope it resolves on its own.
• Apologize for the inconvenience and provide a timeline for resolution.
• Blame the resident for the issue.
• End the conversation abruptly.

How should a help desk executive address a resident's concerns about unauthorized individuals loitering in the community pool area?

• Ignore the resident's concerns as loitering is common in public areas.
• Install additional security cameras in the pool area.
• Thank the resident for their feedback and inform the association's security team.
• Advise the resident to confront the unauthorized individuals themselves.

Scenario: An association member requests permission to install solar panels on their rooftop. What should the help desk executive do?

• Approve the request without further review.
• Inform the member that solar panels are not allowed per association regulations.
• Gather information about the proposed installation and review community guidelines.
• Suggest the member seek approval from the city council instead.

Scenario: An association member raises concerns about the lack of Dust bins in the community. How should the help desk executive address this issue?

• Ignore the member's concerns as recycling bins are unnecessary.
• Schedule a community meeting to discuss the implementation of recycling bins.
• Thank the member for their feedback and explore options for Increasing dustbins
• Inform the member that recycling bins are not allowed per association regulations.

Scenario: A resident expresses dissatisfaction with the cleanliness of the community pool. How should the help desk executive address this complaint?

• Apologize for the inconvenience and schedule immediate pool cleaning.
• Ignore the complaint as pool cleanliness is subjective.
• Advise the resident to use a different pool.
• Inform the resident that pool cleaning is their responsibility.

How should a help desk executive respond to a resident's complaint about malfunctioning gym equipment in the community fitness center?

• Ignore the report as equipment malfunctions are common.
• Schedule repairs for the gym equipment promptly.
• Advise the resident to use alternative equipment.
• Inform the resident that gym equipment maintenance is their responsibility.