1. What is Customer Service / Call Centre? ______________________________________________________________________ 2.

What is Product Knowledge explain the importance of having a good Product Knowledge in Customer Service? Product knowledge is about understanding of product features, product associations, product value, what and how the products work. It allows Customer Service Representative to use a right techniques and methods of explanation about the products to the customers. Examples price, models, benefits, service after sales and warranty. Examples of TM products are Voice services, Data Services and Internet Services.

3. What is Modem? Modem is a Modulator and Demodulator. A modem is a device that enables a computer to transmit data over, for example, telephone or cable lines. Computer information is stored digitally, whereas information transmitted over telephone lines is transmitted in the form of analog waves. A modem converts between these two forms. Give 2 types of modem? A)_________________________ B)________________________ How modem is being use in Internet? It's like a bridge between computer and ordinary telephone lines. Telephone lines only accept analog signals but computers only accept digital (binary) signals so modems help link them. Routers then emit the digital signal.

4. Name 3 types of Windows Operating System? (i.e Windows 98, Windows Vista) _____________________ _____________________ _____________________

5. What is Linux Operating System? Linux is an operating system. It is the software on a computer that enables applications and the computer operator to access the devices on the computer to perform desired functions. Briefly explain 4 advantages of Linux: Free of charge Reliable Secured Open Source Linux programs are open source and enable users to customize or modify the code. Full Support Linux offer an online help, books and documentation.

6. How to scan virus in PC? From the desktop scan Double click at AntiVirus icon If detect virus, click delete Select Drive End Perform

Name 3 examples of Anti Virus software? ______________ ______________ ______________

7. What service do TM point provide (ex. What can you do in TMpoint?) Pay Bills etc

8. Give 3 Example of Internet Service Provider (ISP)? Jaring) _____________________ _____________________

(i.e Maxis Broadband, TMnet,

_____________________

9. How do you want to identify that u are connected to the Internet? From the desktop status Double click at LAN icon Connected or Disconnected See Internet Connection

List the requirements? Internet Service Provider (ISP) Broadband Modem

10.How do you change the PC Screen Resolution? From the desktop Apply OK Right click Select properties Settings Adjust screen resolution

11.How to check our Hard Disk available space? ______________________________________________________________________ ______________________________________________________________________ 12.How to perform a Hard Disk defragment? From the desktop Tools Press Start All Programs Disk Defragmenter Defragment Accessories Select Drive System Analyze