sankar26 / gist:f94245a277fa42f39eb1d9d0374f261f

The customer specifically asked Rebecca to reset his MS Office password, but she performed a password reset for Windows. This has put the customer in a tough situation and he is not able to do his work. What should Rebecca do to rectify her mistake? Rebecca should involve her superior by escalating the issue to the next level Rebecca should apologize. She should go ahead and reset the MS office password (as requested by the customer) and assure the customer that this would not happen again Rebecca should inform the customer that he might have to create another ticket for resetting the MS office password Rebecca should ignore the customer's concern, disconnect the call, and move to serve the next caller. ChatGPT said: The most appropriate course of action is: 👉 Rebecca should apologize. She should go ahead and reset the MS Office password (as requested by the customer) and assure the customer that this would not happen again. Here's why: It acknowledges and takes responsibility for the initial mistake. It directly resolves the customer's actual issue (resetting the MS Office password). It rebuilds trust by assuring the customer that steps will be taken to avoid such errors in the future. It aligns with best practices in customer service — showing empathy, accountability, and prompt resolution. The other options either delay the solution (escalating unnecessarily or asking the customer to create another ticket), or are entirely unprofessional (ignoring/disconnecting). You said: Question No. 2 A caller has reached out to us, asking for the employee ID of a particular person from our organization. The associate Ajay understands that it is against company policy to share employee information to anyone outside the organization. How should he handle the situation? Ajay should directly say no and deny the caller's request Ajay should clearly explain why it is not possible for him to share the employee ID and sincerely apologize. Ajay should tell the caller that he will check with his supervisor. Ajay should give away the information that was being asked ChatGPT said: The correct and most professional response is: 👉 Ajay should clearly explain why it is not possible for him to share the employee ID and sincerely apologize. Here's why: It upholds company policy and ensures sensitive employee information is not disclosed to unauthorized individuals. It maintains professionalism by not sounding abrupt or dismissive. It acknowledges the caller’s request while setting a firm boundary with a polite and respectful explanation. The other options are less appropriate: Directly saying no might come off as rude or unhelpful. Checking with a supervisor may waste time when the policy is already clear. Giving away the information is a clear violation of privacy and company policy, which could lead to serious consequences. You said: Question No. 3 A customer is unable to access a shared mailbox of his team. It is important for him as a lot of information with regards to the project he is working on, is available in the shared mailbox. He has sent an email to associate Tom for fixing this issue ASAP. What should Tom do? Tom should not do anything until he gets a call from the customer directly. Tom should ask the customer to raise a ticket/incident on the ticketing portal. Tom should verify the credentials of the customer. After verification and validation, he should go ahead and grant access. Tom should directly grant access to the mailbox without verifying and validating the customer's credentials ChatGPT said: The correct and most responsible course of action is: 👉 Tom should verify the credentials of the customer. After verification and validation, he should go ahead and grant access. Here's why: It ensures security and compliance by validating the requester’s identity and authorization. It allows prompt resolution of the issue, since the request came through a legitimate communication channel (email). It shows responsiveness and professionalism, especially since the matter is critical to the customer’s project. The other options are not ideal: Waiting for a call delays resolution unnecessarily. Asking the customer to raise a ticket adds friction and slows down urgent help, especially when the issue was already emailed. Granting access without verification poses a security risk and could lead to unauthorized access to sensitive data. You said: customer has demanded an upgradation of his/her 03645 license. However, the request needs approval from the manager of the project. How should we handle this request? • We need to inform the customer that the upgradation requires approval from manager O We should not perform any upgrade as it is against policy C We should ignore the request • Since the customer appears to be frustrated, we should go ahead and upgrade the license ChatGPT said: The correct and policy-compliant approach is: 👉 We need to inform the customer that the upgradation requires approval from the manager. Here's why: It follows internal policy and ensures that changes to licensing are properly authorized. It keeps the customer informed and shows that you're taking their request seriously, but within procedural boundaries. It maintains accountability, as upgrading a license without proper approval can lead to cost, compliance, or access issues. The other options are inappropriate: Upgrading just because the customer is frustrated can lead to policy violations and unintended consequences. Ignoring the request is unprofessional and may worsen the customer’s frustration. Flatly denying it without explaining the need for managerial approval lacks transparency and may damage customer trust. You said: A user has called in from 3rd Floor, Tower A, ABC campus to report a network outage. The user claims that everyone on the floor has been unable to access the company network and hence their BAU is affected. If you are the troubleshooter/incident manger, what would you do? You would transfer the call to your supervisor You would probe further and try to find out what is the nature of the outage. Post which, you would raise a ticket with the appropriate priority You would raise a highest priority ticket as the issue is affecting everyone on the floor You would try to get in touch with the location network team to troubleshoot the issue ChatGPT said: The most appropriate and structured approach is: 👉 You would probe further and try to find out what is the nature of the outage. Post which, you would raise a ticket with the appropriate priority. Here's why: Initial probing helps confirm the scope (e.g., is it wired or wireless, limited to one area or more floors?) and gather essential details for troubleshooting. Raising a ticket with the right priority ensures it gets addressed quickly and appropriately without over- or under-escalating. Following process is key to coordinated response and documentation, especially in BAU-impacting incidents. Why not the other options? Transferring the call immediately delays the response and reflects poor ownership. Raising the highest priority without full understanding could misuse escalation levels and cause misallocation of resources. Contacting the network team directly is secondary—this should be done after the ticket is raised and with the right context provided. Effective incident management always starts with proper triage. You said: What does the idiom 'Break a leg,' mean? Good for you Good luck • Good job ChatGPT said: The idiom "Break a leg" means: 👉 Good luck Explanation: It's a way of wishing someone good luck, especially before a performance or presentation. It's often used in the entertainment industry, like before a stage performance, to avoid actually saying “good luck,” which some believe to be bad luck. You said: Which of the below elements DON'T belong in an email signature? O Office Phone number • Name O Department & organization • Quotes from famous people ChatGPT said: The correct answer is: 👉 Quotes from famous people Explanation: While Name, Office phone number, and Department & organization are all professional and relevant parts of an email signature, quotes from famous people are generally not appropriate in formal or corporate email communication. They can: Be seen as unprofessional or irrelevant Potentially offend someone depending on the quote's content or origin Distract from the core purpose of the message A clean, concise signature helps maintain professionalism and clarity. You said: Which kind of graph should be used to represent a trend in data? O Bar chart Ca Fle chart • Line graph ChatGPT said: The correct answer is: 👉 Line graph Explanation: A line graph is best used to represent trends over time or to show how data changes continuously. It clearly displays increases, decreases, and patterns in data, making it ideal for: Time series data Stock prices Website traffic Sales trends, etc. Bar charts are better for comparing discrete categories, and pie charts are used for showing parts of a whole — not trends. You said: Which of these is the correct order to be followed while drafting an email? O Signature - Subject line - content paragraph - To/CC/BCC - Sign off - Salutation • Subject line - To/CC/BCC/ - Salutation - Content paragraphs - Sign off - Signature ChatGPT said: The correct answer is: 👉 Subject line - To/CC/BCC - Salutation - Content paragraphs - Sign off - Signature Explanation: This is the proper and professional order when drafting an email: Subject line – Clearly indicates the purpose of the email. To/CC/BCC – Specify the primary and secondary recipients. Salutation – A polite greeting (e.g., Dear John,). Content paragraphs – The main message, structured clearly. Sign off – A courteous closing (e.g., Best regards,). Signature – Your professional details (name, title, contact info, etc.). This order ensures clarity, professionalism, and proper communication etiquette. You said: Which of these is an apt way to respond to a FLAME email Respond with an aggressive tone • Understand the flame mail and respond with polite tone ChatGPT said: The correct answer is: 👉 Understand the flame mail and respond with polite tone Explanation: A flame email is typically written in a hostile or emotionally charged tone. Responding with aggression only escalates the conflict. Instead, the best approach is to: Stay calm and professional Understand the issue objectively Respond politely and constructively This helps de-escalate tension, maintain professionalism, and often leads to a more productive outcome. You said: Which of these have to be said to state the purpose of the call? • "I am calling to ask about ... " All of the above "This call is regarding ... " "Could you tell me ... ChatGPT said: The correct answer is: 👉 All of the above Explanation: All the given phrases are appropriate ways to state the purpose of a call: "I am calling to ask about ..." clearly indicates the reason for the call. "This call is regarding ..." also directly states the subject matter. "Could you tell me ..." politely introduces the question or request. Using any of these helps set the context right at the start of the conversation. You said: We should use paragraphs to break up text into readable chunks TRUE FALSE ChatGPT said: The correct answer is: 👉 TRUE Explanation: Using paragraphs to break up text makes it easier to read and understand. Large blocks of text can be overwhelming, so paragraphs help organize ideas clearly and improve readability. You said: Which of the following statements are true? Service No is about saying "no" to the customer's request, even if it means offending them • Service No is about declining the customer's request without offending them ChatGPT said: The correct statement is: 👉 Service No is about declining the customer's request without offending them Explanation: Saying “No” in customer service doesn’t mean being rude or blunt. It means setting boundaries or explaining limitations politely and professionally, so the customer feels respected even if their request can’t be fulfilled. You said: Which of these details are not to be included on email signature? • Full name Contact no Postal addresss Designation ChatGPT said: The detail not to be included in an email signature is: 👉 Postal address Explanation: While full name, contact number, and designation are standard and useful elements in a professional email signature, including a postal address is generally unnecessary and can clutter the signature. It’s usually reserved for formal letters or specific business communications. You said: The people who need to be kept in the loop have to be mentioned in CC BCc to ChatGPT said: The correct answer is: 👉 CC Explanation: To: is for the primary recipients who need to take action or respond. CC (Carbon Copy): is for people who need to be kept in the loop or informed but are not required to take direct action. BCC (Blind Carbon Copy): is used to send emails to recipients without others seeing their addresses. So, people who just need to be informed should be placed in CC. You said: Client interfacing skills are the abilities required to provide quality customer service. O FALSE O TRUE ChatGPT said: The correct answer is: 👉 TRUE Explanation: Client interfacing skills involve effectively communicating, understanding, and managing client needs and expectations. These skills are essential for providing quality customer service and building strong client relationships. You said: Which of the following punctuation mark should be used to signal the end of the sentence? • Comma O Semi colon • Full stop or Period ChatGPT said: The correct answer is: 👉 Full stop or Period Explanation: A full stop (period) is used to signal the end of a sentence. A comma indicates a pause within a sentence. A semicolon links closely related independent clauses but doesn’t end a sentence. You said: Which punctuation mark should be used to show strong emphasis or strong emotion? © Exclamation mark • Question mark ChatGPT said: The correct answer is: 👉 Exclamation mark Explanation: An exclamation mark is used to show strong emphasis, excitement, or strong emotion (e.g., surprise, joy, anger). A question mark is used to indicate a question or inquiry. You said: It is possible to set a rule for moving emails from a particular ID to a folder directly. true or false ChatGPT said: The correct answer is: 👉 True Explanation: Most email clients (like Outlook, Gmail, etc.) allow you to set rules or filters that automatically move emails from a specific sender or with certain criteria directly to a designated folder. This helps organize your inbox efficiently. You said: Which of the following is an advantage when using SMS or Social Media Chats? O Inappropriate usage of words due to autocorrect O Misspelled words More personalized way of communication Ambiguity due to usage of short words ChatGPT said: The correct answer is: 👉 More personalized way of communication Explanation: SMS and social media chats offer a more direct and personal way to communicate quickly and informally. The other options—inappropriate usage due to autocorrect, misspelled words, ambiguity from short words—are disadvantages or challenges, not advantages. You said: We should proof-read our emails before clicking "Send" O FALSE O TRUE ChatGPT said: The correct answer is: 👉 TRUE Explanation: Proofreading emails before sending helps catch spelling, grammar, and clarity errors, ensuring professional and clear communication. It also helps avoid misunderstandings or sending incorrect information. You said: We should proof-read our emails before clicking "Send" O FALSE O TRUE ChatGPT said: The correct answer is: 👉 TRUE Proofreading helps ensure your email is clear, professional, and free of errors before you send it. You said: What is the business English term for "Please explain more"? Please tell more Please elaborate ChatGPT said: The correct business English term is: 👉 Please elaborate You said: Choose the appropriate apology statement from the options. We apologize for the inconvenience We apologies for the inconvenience ChatGPT said: The correct apology statement is: 👉 We apologize for the inconvenience You said: Can meetings be scheduled as recurring (repeating) events on Outlook? • YES ONO ChatGPT said: The correct answer is: 👉 YES Explanation: Outlook allows you to schedule recurring (repeating) meetings, which can be daily, weekly, monthly, or customized intervals. This is useful for regular team meetings or check-ins. You said: should we avoid Dead Air on calls? O Dead air will affect the quality of the network • Dead air will annoy the customers/clients on the other end of the ChatGPT said: The correct answer is: 👉 Dead air will annoy the customers/clients on the other end of the line Explanation: Dead air refers to uncomfortable silence during a call, which can make customers feel ignored or frustrated. It’s important to keep the conversation flowing to maintain engagement and provide good service. It doesn’t affect the network quality. You said: Which of the following sentences have correct punctuation? Ol am the supervisor of this team I will help you with the query O I am the supervisor of this team. I will help you with the query ChatGPT said: The correct sentence is: 👉 I am the supervisor of this team. I will help you with the query Explanation: The period (full stop) correctly separates two independent sentences, making the sentence clear and grammatically correct. You said: Question No. 26 Which feature of should we use to trigger automated out of office emails? Archive Automatic replies ChatGPT said: The correct answer is: 👉 Automatic replies Explanation: Automatic replies (also known as Out of Office replies) automatically send a preset message to anyone who emails you while you’re away. The Archive feature is used for storing emails, not for sending automated responses. You said: Which of these can not be sent as an attachement? O Image File C Audio File © Video File ChatGPT said: All of these — Image File, Audio File, and Video File — can be sent as attachments in emails. If you meant which is least suitable or sometimes restricted, it would depend on the file size or company policy, but technically all can be attached. Could you please clarify if you want the answer based on technical capability or company policy? You said: just one option i need ChatGPT said: The correct answer is: 👉 None of the above Explanation: All the options listed — Image File, Audio File, and Video File — can be sent as attachments in an email. However, if you must choose one, then: 👉 Video File (✔️) Why: While technically possible, video files are often too large to attach directly and may be blocked or restricted by email servers. In such cases, they are usually shared via cloud links (e.g., OneDrive, Google Drive). You said: In which of these situations should we set up Automatic replies? While we are on a vacation or have taken a leave While we are busy with other work ChatGPT said: The correct answer is: 👉 While we are on a vacation or have taken a leave Explanation: Automatic replies (Out of Office messages) should be set when you're unavailable for an extended period, like during vacation or leave. This informs senders that you're away and may not respond immediately. Being busy with other work doesn't require an automatic reply — you’re still available and expected to check emails. You said: Which of the following are the right sequence of priority in Eisenhower Time Management Matrix? O Decide, Do, Delete, Delegate O Do, Decide, Delegate, Delete O Delegate, Decide, Do, Delete ChatGPT said: The correct answer is: 👉 Do, Decide, Delegate, Delete Explanation: This is the correct priority sequence in the Eisenhower Time Management Matrix, which helps in prioritizing tasks based on urgency and importance: Do – Urgent and Important tasks (do immediately) Decide – Important but Not Urgent tasks (schedule for later) Delegate – Urgent but Not Important tasks (delegate to someone else) Delete – Not Urgent and Not Important tasks (eliminate) You said: Question No. 30 Which of the following statements are true with respect to a client? • The client has total freedom to customise their product or service O The client's relationship with the service provider ends once the bill is paid. ChatGPT said: The correct answer is: 👉 The client has total freedom to customise their product or service Explanation: A client typically engages in a longer-term, more personalized relationship with the service provider and often has the freedom to customize the product or service based on their specific needs. The second statement is false because client relationships often continue beyond payment — including support, maintenance, feedback, and future collaboration. You said: Any task which has a deadline is called an urgent task • FALSE O TRUE ChatGPT said: The correct answer is: 👉 FALSE Explanation: A task with a deadline is not necessarily urgent. Urgency depends on how soon the task needs to be done and the consequences of not completing it immediately. A task may have a deadline far in the future (not urgent now). Urgent tasks require immediate attention, regardless of their deadline. This distinction is a key principle in time management frameworks like the Eisenhower Matrix. You said: Which of these options should we use to emphasize a word in an email? O Use Bold formatting O Capitalize the word ChatGPT said: The correct answer is: 👉 Use Bold formatting Explanation: Bold formatting is the professional and visually appropriate way to emphasize a word in an email. Capitalizing a word can come across as shouting or aggressive in written communication, especially in professional settings. You said: Which of these words are examples for verbal nods? O No problem • All of the above O Yes • Okay ChatGPT said: The correct answer is: 👉 All of the above Explanation: Verbal nods are short, polite phrases used in conversation to show that you're listening, understanding, or agreeing. Examples include: Yes Okay No problem They help keep the conversation flowing and make the speaker feel heard. You said: What is the shortcut to copy an email? O Ctrl + X OCtrl + A O Ctril + C ChatGPT said: The correct answer is: 👉 Ctrl + C Explanation: Ctrl + C = Copy Ctrl + X = Cut Ctrl + A = Select All So, to copy an email or any selected text/content, you use Ctrl + C. You said: We should avoid using One Word Subject Line as they can be viewed as © Lazy Spam O Concise © Incomplete ChatGPT said: The correct answer is: 👉 Spam Explanation: One-word subject lines can often be flagged as spam by email filters because they may resemble phishing or promotional emails. They also lack clarity and context, which can reduce the chance of your email being opened or taken seriously. You said: Which of the options is an impactful client interfacing skills Communication Professionalism Listening All of the above Conflict resolution ChatGPT said: The correct answer is: 👉 All of the above Explanation: Impactful client interfacing skills include: Communication – Clear and effective exchange of information Professionalism – Maintaining respect, integrity, and appropriate behavior Listening – Actively understanding client needs and concerns Conflict resolution – Handling disagreements or issues constructively All these skills together help build strong, trust-based client relationships. You said: Which of the following is a disadvantage of using long sentences in the body of the mail? Unnecessary information can be sent which might not be relevant and can cause confusion All of the above Makes it difficult for the reader to understand Grammar mistakes can occur while writing long sentences ChatGPT said: The correct answer is: 👉 All of the above Explanation: Long sentences in emails can lead to: Unnecessary or irrelevant information, causing confusion Difficulty in understanding the message clearly Increased chances of grammar mistakes Keeping sentences clear and concise improves readability and professionalism. You said: Which of the following technologies can be used for fast typing? Cut - copy - paste Voice typing/Speech to text Voice note ChatGPT said: The correct answer is: 👉 Voice typing/Speech to text Explanation: Voice typing or speech-to-text technology allows you to speak, and your words are converted into text quickly, enabling fast typing. Cut-copy-paste helps with editing but doesn’t speed up typing itself. Voice notes are audio recordings, not typed text. You said: Question No. 40 What of the following statement is False when using active voice over passive voice? Easier to write in active voice There is a lot of ambiguity while using active voice Not easy for the reader to understand Keeps the sentence shorter ChatGPT said: The false statement is: 👉 There is a lot of ambiguity while using active voice Explanation: Active voice is usually clearer, more direct, and easier to understand. It keeps sentences shorter and reduces ambiguity compared to passive voice. So, the idea that active voice causes ambiguity is false. You said: Which of the below elements are NOT part of responding to an Abusive or Derogatory email? • Explain the delay/cause of the problem O Returning the frustration caused by the abuse O Provide time frame • Empathize with the frustration ChatGPT said: The correct answer is: 👉 Returning the frustration caused by the abuse Explanation: When responding to abusive or derogatory emails, it’s important to remain professional, calm, and empathetic. Responding with frustration or anger only escalates the situation. Instead, you should: Explain delays or causes calmly Provide a clear time frame Empathize with the sender’s frustration But returning frustration is unprofessional and should be avoided. You said: O The tech team will organize the meeting • The meeting will be organized by the tech team Which of the options below is in active voice? ChatGPT said: The sentence in active voice is: 👉 The tech team will organize the meeting Explanation: Active voice: The subject (tech team) performs the action (organize). Passive voice: The subject (the meeting) receives the action (will be organized). You said: What does the idiom 'Cutting corners' mean? Remove the bread corners Take a right at the corner of the road O Doing something poorly or finding shortcuts • Use scissors to cut effectively ChatGPT said: The correct answer is: 👉 Doing something poorly or finding shortcuts Explanation: The idiom "cutting corners" means to do something in the easiest, quickest, or cheapest way, often neglecting quality or rules, which can lead to poor results. You said: Which layer of the brain is responsible for emotions? © Neocortex © Reptilian brain O Limbic brain ChatGPT said: The correct answer is: 👉 Limbic brain Explanation: The limbic brain (or limbic system) is the part of the brain responsible for emotions, memory, and motivation. The neocortex handles higher-order thinking and reasoning. The reptilian brain controls basic survival functions like breathing and heart rate.