No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

Incentives are not provided.

There is little communication outside the team.

Being empathetic increases first contact resolution.

Being empathetic creates a rapport with the customer.

Being empathetic permits the customer to vent.

Being empathetic allows you to express your feelings.

A web master magazine.

The marketing department.

Knowledge Centred Support.

Senior management meetings.

Use paraphrasing to repeat the customer words back to them.

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

Using paraphrasing increases the customer knowledge of technical terminology.

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

An operational level agreement is a legal document defining the penalties for failure to comply with the SLA.

An operational level agreement is an agreement between internal support teams and vendors.

An operational level agreement is an agreement between first level support and other internal support teams.

An operational level agreement is an agreement between IT and its customers.

Maintaining confidentiality in the workplace shields your manager from blame.

Maintaining confidentiality in the workplace protects customers from embarrassment.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

Reporting security compromises aids in apprehending and prosecuting offenders.

Reporting security compromises demonstrates that the security policy is working.

Reporting security compromises helps prevent similar breaches in the future.

Reporting security compromises facilitates the monitoring of security policies.

Incident monitoring confirms the accuracy of change management.

Incident monitoring identifies opportunities for improvement.

Incident monitoring facilitates problem management.

Incident monitoring authorises configuration management.

Repeat everything that the customer says.

Ask open questions.

Use proper language expressions.

Increase the pace of the call.

Suggest that the customer writes down the steps.

Ask the customer to call back later.

Offer to send the customer an e-mail with the steps.

Tell the customer to concentrate.