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66 Cards in this Set
- Front
- Back
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A services of Questions that help to determine if customer expectations are being met is a: A. Cookie B. Survey C. Customer Value Chain D. Knowledge Database |
B. Survey |
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What is the most expensive component of a help desk? A. People B. Processes C. Technology D. Information |
A. People |
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It is standard practice on most help desks not to log easy-to solve or common complaints,
True or False |
False |
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A subject matter expert is a person who has a high level of experience or knowledge in a particular area.
True or False |
True |
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The customer is always right all of the time; no exceptions.
True or False |
False |
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A place where telephone calls are made, or received, in high volume. A. Call Center B. Cost Center C. Contact Center D. Control Center |
A. Call Center |
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These skills include basic software literacy A. Soft B. Business C. Self Management D. Technical |
D. Technical |
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A Service Desk is best described as: A. A group of people who resolve customer problems B. A phone line used by people who need technical support C. A single point of contact within a company for managing customer incidents D. A place where telephone calls are made, or received, in high volume |
C. A single point of contact within a company for managing customer incidents |
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Which is a primary characteristic of a world class company? A. It achieves and sustains high levels of customer satisfaction B. It has customers all over the world C. It provides 24x7 support D. All of the above
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A. It achieves and sustains high levels of customer satisfaction |
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Results that customers consider reasonable or due to them are called __________ A. Expectations B. Service Levels C. Value D. Perceptions |
A. Expectations |
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Outsourcing is when companies have services provided by an outside supplier, instead of prociding them in-house.
True or False |
True |
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Monitoring is whena a supervisor or team leader listens to live or recorded call or sits beside an analyst to measure the quality of the call.
True or False |
True |
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A global customer base has contributed to the need for 24/7 support and service.
True or False |
True |
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What is the number one reason that customers choose to do business with another company? A. They were dissatisfied with the product B. They formed new relationships C. They felt an attitude of indifference D. They moved away |
C. They felt an attitude of indifference |
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Richard helped a co-worker gain access to the new printer in the downstairs media room. This is an example of an: A. External service Desk B. Internal Service Desk C. 24/7 Service Desk D. Call Center |
B. Internal Service Desk |
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Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer? A. Cost B. Value C. Customer Service Factor D. Expectations |
B. Value |
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Defective products, error messages, system outages or broken devices are referred to as: A. Occurances B. Incidents C. Hits D. Inputs |
B. Incidents |
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These skills include the ability to get and stay organized A. Soft B. Business C. Self Management D. Interpersonal
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C. Self Management |
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It is standard practice on most help desks not to log easy-to-solve or common complaints.
True or False
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False |
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The service desk is primarily considered a stepping stone to other professions.
True or False |
True |
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An advantage to using Voice over Internet Protocol (CoIP) is: A. Cost Reduction B. Video Conferencing C. Recording Systems D. Voice Mail |
A. Cost Reduction |
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Scripts are useful training tolls and provide consistency for service and support.
True of False |
True |
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What is an example of passive listening? A. Waiting for the speaker to finish before you answer B. Responding to the speaker C. Simply taking in information and showing little regard for the speaker D. Asking the speaker questions |
C. Simply taking in information and showing little regard for the speaker |
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Technical writing best practices include the following: A. Be concise B. Check GRammer C. Avoid Jargon D. All of these answers are technical writing bet practives |
D. All of these answers are technical writing bet practives |
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It is not necessary to ask permission before putting someone on speaker phone.
True or False |
False |
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Which is an example of active listening? A. Verifying that you understand the speaker B. Paying attention to what is being said C. Not asking the speaker questions D. Both A and B |
D. Both A and B |
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Which factor most influences customer perception when people are communicating over the telephone? A. Tone of Voice B. Verbal Communication C. Nonverbal Communication D. Prompt answering of the Phone |
A. Tone of Voice |
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When is it appropriate to interrupt a customer? A. When he is upset B. When he is being abusing C. Whe he is describing what cause the problem D. It is never appropriat to interrupt a customer |
B. When he is being abusing |
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Whic is a common mistake in customer service? A. Delivering too much information B. Being too empathetic C. Getting too much information from the customer D. Being too polite |
A. Delivering too much information |
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Which is a benefit of Active listening A. Downplaying the urgency of the problem B. Addressing the customer's emotions. C. Helping to keep the conversation on track D. Both B and C |
D. Both B and C |
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What doews the acronym ACD stand for? A. Availiable Call Diagnostic B. Attendant Call Distributor C. Answering Call identification D. Automatic Call Distributor |
D. Automatic Call Distributor |
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Which is a self-service typically offered via a Web site? A. A solutions database that customers may use to solve their own problems B. Online Forms to submit problems and requests C. A link to live text chats with help desk analysts D. All of theses answers are correct. |
D. All of theses answers are correct. |
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Email messages are informal and are therfor, not considered to be written documentation.
True or False |
False |
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What kind of transfer is synonymous with a confernce call? A. Hot Transfer B. Quick Transfer C. Cold Transfer D. Warm Transfer |
A. Hot Transfer |
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Which kind of transfer might be appropriate if ther is a backlog if incoming calls in the queue? A. Hot Transfer B. Quick Transfer C. Cold Transfer D. Warm Transfer |
D. Warm Transfer |
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What is the service provided by a long distance phone company that identifies the telephone number of the person calling? A. Caller Identification B. Automatic number identification C. Computer telephony integration D. Skills-based routing |
B. Automatic number identification |
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Which is typically not included in problem management?
A. Installing new software
B. Giving Instructions on how to use a supported product
C. Answering inquiries regarding the status of a current call
D. Recovering Lost data |
A. Installing new software |
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"Good morning, thank you for calling ABC Company. This is Alisha, How may I help you? If your receptionist answers every call this way, she is using a:
A. Script
B. Automated Response
C. Automated recording
D. Customer Survey |
A. Script |
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Which is an example of fogging?
A. Acknowledging criticism without agreeing or disagreeing
B. Imagining yourself in a bitter one-on-one battle with you customer
C. Replacing an image of an angry customer with someone you know
D. Mentalling telling yourself that you know how to successfully handle this situation. |
A. Acknowledging criticism without agreeing or disagreeing |
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An Analyst's calling a customer to say that he is going to be late arriving at the customer's site is an example of _____.
A. Follow-through
B. Surveying
C. Active Listening |
A. Follow-through |
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A customer's name, phone, address, and other identifing information is referred to as:
A. Customer data
B. Customer incident
C. Status Report
D. Status Incident |
A. Customer data |
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To win over a difficult customer, what should an analyst do?
A. Listen to the customer passively
B. Answer the call as quickly as possible, even if the analyst is not ready
C. Restated the situation and gain the customer agreement
D. Let the customer control the call |
C. Restated the situation and gain the customer agreement |
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Which is true about using calming techniques to handle difficult customer situations?
A. Difficult situations arise outside of work too, practice calming techniques whenever the opportunity arises
C. Role-Plat a difficult situation with another analyst
D. All of the above |
D. All of the above |
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A problem or incident is not closed until the customer accepts the solution or resolution. This is referred to as: A. Closed loop process B. Problem Solving Process C. Active Listening Process D. Trouble ticket process |
A. Closed loop process |
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"Perhaps all the coffee makers are defective, Mr. Jones. Let's do some investigating to see what might be happening." This is an example of which assertiveness technique: A. Fogging B. Negative Inquiry C. Negative Assertion D. Positive imagery |
A. Fogging |
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What is the term used when a customer wants to have his PC moved? A. Request B. Inquiry C. Problem D. Request |
D. Request |
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What should you do when you are listening actively to an irate customer describing his problem? A. Take notes and be prepared to restate the customer's proble or complaint B. Nod your head or use a verbal nod of the head to let the customer know you are listening C. Incorporate non intrusive verbal phrases at appropriate points in the conversation D. All of the above |
D. All of the above |
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Mr. Jones, I can assure you that we are doing everything possible to correct the problems with the internet service." This is an example of which assertiveness tecnique? A. Fogging B. Negaitve inquiry C. Nagative assertion D. Positive imagery |
A. Fogging |
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Mr. Jones, what specifically is the problem with the printer? This is an example of which assertiveness technique? A. Fogging B. Negaitve inquiry C. Nagative assertion D. Positive imagery |
B. Negaitve inquiry |
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What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline? A. Take responsibility for the customer missing his deadline B. Acknowledge the fact that the customer is upset C. Politely tell teh customer that he shoudl have started his work earlier D. Both A and B |
B. Acknowledge the fact that the customer is upset |
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Every help desk or customer service desk should have an SLAs in place to ensure the customer expectations are met. SLAs might determin which of the following: A. A Problem's ownership B. A problem's severity C. A Problems Priority D. All of the above |
C. A Problems Priority |
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Business is usually defined as an organization whose cheif goal is to make a profit.
True or False |
Tru |
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Burnout is the tern referred ti as situational stress.
True or False |
False |
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What is an intangible characteristic? A. A customer satisfaction B. Sales Revenue C. Number of Units Sold |
A. A customer satisfaction |
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A business analysisi that compares the costs and benefits of two or more products or solutions is a: A. Trend analysis B. Cost benefit analysis C. Product analysis D. Problem Analysis |
B. Cost benefit analysis |
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Stressors that accompany the type of work you do are called: A. Institutional Stressors B. Personal Stressors C. Situational Stressors D. Repetitive Stressors |
C. Situational Stressors |
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The process of comparing your service department to another company's service department it called. A, Trend anlysis B. Cost Benefit Analysis C. Benchmarking |
C. Benchmarking |
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The warrenty on my new tablet is for two years. This is a tangible characteristic.
True or False |
True |
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Trend analyses help to forcast future customer needs.
True or False |
True
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Cost Benefit Anaylyses should include both tangible and intagible benefits
True or False |
True |
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Service desks sually do not operate as a profit center so they are referred to as A. Single business units B. Business within a business C. non-profit centers |
B. Business within a business |
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Skills that are relevant to specific industry are classified as industry knowledge. Which of the following would be classified as industry knowledge? A. Accounting Skills B. Understanding the importance of meeting customers needs C, Knowing how to Mange customers' expectations D. Both B and C |
A. Accounting Skills |
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An erogonomically alighned workspace helps to reduce stres and strain.
True or False |
True |
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Stressirs that accompany your individual life experiences are called. A. Institutional Stressors B. Personal Stressors C. Situational Stressors D. Repetitive Stressors |
B. Personal Stressors |
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A new car costs $45,000. This cost is an intangible characteristic
True or False |
Flase |
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We can reduce stress by eliminating negative phrases from our speach.
True or False |
True |
