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Test Time Management and Prioritization
Agenda
QUESTION 1: What is one of the most common sources of customer dissatisfaction, according to the text?
Excessive communication by the company
Lack of clarity in deadlines and the perception that their time is not valued
Resolving problems too quickly
Using ticket management tools
2nd QUESTION: Why is a fast response time, ideally within 24 hours, vital?
Because it shows that the company has many employees
Because it is a legal requirement in all sectors
Because it allows you to charge extra for the service
Because it gives an impression of efficiency and prevents the problem from getting worse
QUESTION 3: Why is transparency a determining factor in managing time-related conflicts?
Because it shows that the company has not forgotten the customer and generates trust
Because it allows you to hide delays
Because it makes the customer feel guilty for asking
Because it is not important, the only thing that counts is the final solution
QUESTION 4: What does the "Emergency Prioritization" strategy consist of?
In solving all problems in the order they arrive
In leaving the most difficult problems for the end
Identifying and addressing the most critical issues or those affecting high-value customers first
In asking customers to decide which problem is more urgent
QUESTION 5: Why is it preferable to communicate a longer resolution period from the beginning if necessary?
Because this way the client forgets about the problem
Because it shows that the problem is very complex
Because it gives you more time to do nothing
Because a small conflict now is better than a big disappointment when the deadline is missed
QUESTION 6: What does time management depend on besides the professional's work with the client?
Solely from the professional's motivation
From collaboration and communication with other departments
From the time of day the client contacts
Of luck
QUESTION 7: What do respect for the client's time and transparency in deadlines demonstrate?
Professionalism, which helps avoid misunderstandings and frustration
That the company does not have many clients
That the professional has too much free time
That the client is too demanding
QUESTION 8: What should be done when dealing with important matters that take time to resolve?
Avoid contact with the client until you have the final solution
Wait for the customer to ask about the status of the problem
Report progress frequently, even if it's just to say that work is still being done
Close the ticket and open a new one so it doesn't look like a delay
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INCORRECT QUESTIONS
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Where is the error?
What is the error?
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