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Your department has recently set up new SLAs with users; which of these options would you
expect to find in the document?
One of your colleagues has recently become unable to focus on any issue for more than a few
moments. What is this often an indicator of?
Which of these options is NOT part of the correct procedure for putting a user on hold?
Which of these options is a primary objective of customer satisfaction surveys?
You are on a call which is degenerating into a tirade of abuse from the caller; how do you react
and deal with this?
