Question
Please answer the following questions from this book, Thank you so much! A Guide to Customer Service Skills for the Service Desk Professional, 4e Author:
Please answer the following questions from this book, Thank you so much!
A Guide to Customer Service Skills for the Service Desk Professional, 4e
Author: Donna Knapp
ISBN: 9781305445871
Chapter 7 review questions
11) Describe two ways that resolution data is used
12) Define the term trend analysis
13) Trends can be positive or _______________.
14) Why is it important to eliminate the root cause of problems?
15) What is a budget?
16) Quality is a tangible characteristic. True or False? Explain your answer.
17) Why are intangible characteristics difficult to measure?
18) Why is having a balanced set of goals important?
19) How do you calculate an hourly rate from an annual salary?
20) Define the term cost per contact.
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