When a customer asks to speak with a Manager as soon as you answer the phone, what do you do?

A customer on the phone can hear you smile.

When writing down phone messages you should:

When a customer asks a lot of questions and takes up a lot of time, it is best to

When should you escalate a situation to a manager?

Addressing a customers needs the first time they call your call center is ....

I am 4 times the age of my younger brother who is only three years old. After 10 years what will my age be?

What type of software would you use to represent financial data in a tabular format?

Correct way to address someone online, if you are unsure of how he or she would like to be addressed?

Which protocol (communication standard) does the World Wide Web use?

Having learned a significant amount of helpdesk terminology, which of the following do you see as essentially the role of the helpdesk operator?