HELPDESK SCRIPTS LAB QUESTIONS
PLEASE DOWNLOAD AND REVIEW THE HELPDESK CUSTOMER SERVICE SKILLS SCRIPTS
THAT I POSTED ON BLACKBOARD UNDER STUDENT DATA FILES.
PLEASE DOWNLOAD THE LETTEHEAD FILE PROVIDED FOR YOUR ASSIGNMENTS OR OPEN UP
AN OLD ASSIGNMENT. USE A BLANK COPY OF THE LETTERHEAD FOR THIS ASSIGNMENT.
Copy and paste the following questions into your letterhead, and type your responses to
the questions in your own words. Be sure you format your answers, so they stand out
from the questions.
DO NOT COPY AND PASTE FROM THE SCRIPT! This must be a short summary in
your own words. You do NOT need to attach any files.
1. How many times do you have to warn an irate customer who is cursing at you before
you are allowed to terminate the call?
2. Are you allowed to terminate the call for any irate customer, even those who are not
cursing at you? (Base your educated guess on the information in the script.)
3. How do you authenticate your customer?
4. What can you do if the customer fails the primary authentication?
5. What do you do if the customer fails the secondary authentication?
6. What do you do if the customer does not know their account number?
7. What do you do if the customer does not yet have an account?
8. What are the first two pieces of information you ask of your customer?
9. What is the name of the company you work for?
10. Why do you think this LAB assignment is important?