Tell the customer the office is closing and you will call them tomorrow.

Transfer the call to your supervisor.

Use closed questions.

Tell the customer your queue is backing up.

Using paraphrasing increases the customer knowledge of technical terminology.

Use paraphrasing to tell the customer what they should have done.

Using paraphrasing gives the customer a chance to tell you if you have understood them.

Use paraphrasing to repeat the customer words back to them.

Demonstrating confidence allows you to demonstrate creativity.

Demonstrating confidence enables you to display your skills and knowledge.

Demonstrating confidence prevents complaints about the Support Centre.

Demonstrating confidence puts you in control of calls.

Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

Customer satisfaction surveys help to determine if customer service expectations are being met.

Customer satisfaction surveys provide information that can be used to assess blame for problems.

Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.

Escalate all incidents to other groups.

Log and document all incidents.

Resolve each incident to the customer satisfaction.

Conduct customer satisfaction surveys for each incident.

Not using proper grammar and spelling will anger the customer.

Using proper grammar and spelling is professional.

Using proper grammar and spelling will impress your supervisor.

Not using proper grammar and spelling is sloppy.

Only provide a service that is included in the SLA.

Look at the problem from the customer perspective.

Transfer the customer to your supervisor if they disagree with you.

Strictly follow the Support Centre policies.

Unsuccessful teams have sufficient time to perform tasks.

Unsuccessful teams contain unmotivated team members.

Unsuccessful teams set clear goals.

Unsuccessful teams are proactive.

Do not interrupt the customer.

Hang up at once.

Ask the customer to send you an e-mail.

Defend your position.

A problem is an incident with more than one solution.

A problem is an incident that exceeds SLA requirements.

A problem is an incident that occurs several times.

A problem is an incident that requires multiple resources to resolve.