CSS120 Midterm Quiz

An analyst calling a customer to say that he is going to be late arriving at the customer's site, before he is late, is an example of _____. a. follow-through b. diligence c. follow-up d. responsiveness

A

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control? a. Learning to respond, not react c. Getting ready for your next call b. Staying calm under pressure d. Improving concentration

A

Results that customers consider reasonable or due to them are called _____. a. expectations c. value b. service levels d. perceptions

A

What is the most expensive component of a service desk? a. people b. processes c. technology d. information

A

What is a template?

A predefined item that can be used to quickly create a standard document or e-mail message

What is a Service Level Agreement (SLA)?

A written document that spells out the services the service desk will provide the customer, the customer's responsibilities, and how service performance is measured

What should you do when calming down an irate customer?

Acknowledge the customer's frustration and communicate how you will solve the problem Make sure you address the customer's concerns and he or she knows it Call a manager or supervisor if the customer is using foul language

What should you do when you are listening actively to an irate customer describing his incident or complaint? - Listen for the central theme of the customer's incident or complaint. - Try not go get bogged down by angry words or exaggerated statements. - Let the customer know that you will do all that you can to help. - All of the above.

All of the above

Which is true about using calming techniques to handle difficult situations? - Difficult situations arise outside of work too; practice calming techniques whenever the opportunity arises. - Review a difficult call at a later time to see how you could have handled it better. - Role-play a difficult situation with another analyst. - All of the above.

All of the above

When putting a customer on hold, you should do what?

Ask the customer if you can put them on hold Tell the customer how long they will be on hold Press the mute button after asking the customer to hold

____ is/are consistently cited as the most important skill(s) for a support person. a. Problem solving ability b. Listening c. the ability to empathize d. Communication skills

B

What is a service desk? a. A group of people who resolve incidents. b. A phone line used by people who need technical support. c. A single point of contact within a company for managing customer incidents and service requests. d. A place where telephone calls are made, or received, in high volume.

C

Which is an example of using positive imagery? a. Drawing a funny picture on a notepad. b. Imagining yourself in a bitter one-on-one battle with your customer. c. Replacing an image of an angry customer with someone you love. d. Mentally telling yourself that you know how to successfully handle this situation.

C

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.

Which is true about the left and right sides of the brain? a. In most people, one side of the brain is dominant. b. Left-brained people must learn to acknowledge emotion. c. Right-brained people may tend to become emotional fairly quickly in a difficult situation. d. All of the above.

D

Which types of skills include managing stress and time and continuously learning new skills? a. organizational skills b. time management skills c. soft skills d. self-management skills

D

T/F - An analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down.

False

T/F - If you nod during a conversation and give the speaker a sense of confidence that he's been heard, you are practicing passive listening.

False

T/F - Multitasking helps you actively listen

False

T/F - Service desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.

False

Which is the first step when handling difficult customer situations? - Let the customer vent - Listen actively - Get focused. - Acknowledge the customer's emotional state.

Get focused

To win over a difficult customer, what should an analyst do - Listen to the customer passively. - Answer the call as quickly as possible, even if the analyst is not ready. - Restate the situation and gain customer agreement. - Let the customer control the call.

Restate the situation and gain customer agreement.

What does taking ownership mean?

Taking ownership is about taking initiative. We take ownership when we believe that taking action is not someone else's responsibility. Taking ownership tells others - "You can trust me to do the right thing"

T/E - It is important to restate the customer's situation and gain agreement prior to working on the incident because fixing the wrong incident or failing to resolve it in the time frame the customer expects will just make the situation worse. In addition, you will let the customer know that you were listening and are ready to work on his incident.

True

T/F - A positive attitude is a key characteristic of professionalism, and your attitude is your choice.

True

T/F - A procedure is a step-by-step detailed set of instructions that describes how to perform a task.

True

T/F - Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered.

True

What is a form? a. A predefined document that contains text or graphics users cannot change and areas in which users enter data. b. A predefined item that can be used to quickly create a standard document or e-mail message. c. The standard method of entering data into an incident management system. d. An element of a database record in which one piece of data is stored.

a. A predefined document that contains text or graphics users cannot change and areas in which users enter data.

Which is an example of a close-ended question? a. Is there another printer close by that you can use? b. When was the last time you were able to use this device? c. What other applications have you used today? d. What other symptoms have you experienced?

a. Is there another printer close by that you can use?

What is a template? a. A predefined document that contains text or graphics users cannot change and areas in which users enter data. b. A predefined item that can be used to quickly create a standard document or e-mail message. c. The standard method of entering data into an incident management system. d. An element of a database record in which one piece of data is stored.

b. A predefined item that can be used to quickly create a standard document or e-mail message

What is paraphrasing? a. Slowly repeating what the customer has just said. b. Restating information using slightly different words. c. Removing all acronyms from your speech. d. Using appropriate technical jargon in your speech.

b. Restating information using slightly different words.

When is it appropriate to interrupt a customer? a. When he is upset. b. When he is being abusive. c. When he is describing what caused his incident. d. It is never appropriate to interrupt a customer.

b. When he is being abusive.

What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period? a. event-driven survey b. overall satisfaction survey c. incident survey d. performance survey

b. overall satisfaction survey

Which 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.

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number? a. hot transfer c. cold transfer b. quick transfer d. warm transfer

c. cold transfer

If a customer is very angry, an analyst should _____. a. let him vent b. use a verbal nod of the head to indicate he is listening c. refrain from interrupting him d. All of the above

d. All of the above

yes/no - Can you assume a person knows a lot about technology because they use technical jargon?

no

Why are metrics important to a service desk? a. They ensure that the service desk understands the customers' expectations. b. They measure the services desk's responsiveness and its ability to demonstrate a caring attitude and skill. c. They provide service desk analysts the information needed to determine what else they can do to satisfy their customers. d. All of the above.

D All of the above

T/F - Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

True

T/F - Good listeners respond to what is being said and how it is being said.

True

T/F - Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly.

True

T/F - When dealing with customers over the phone, consistency is particularly important because it builds trust between the analyst and customer, and it teaches customers what they can expect when they call.

True

T/F - When hiring people for front-line positions, companies look for people with positive, can do attitudes who genuinely enjoy helping other people and solving problems.

True

T/F - While a service desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations.

True

____ is the application of information along with people's experiences, ideas, and judgments. a. Knowledge c. Wisdom b. Common sense d. Problem solving

a. Knowledge

Which of the following is true? a. Resist the temptation to make assumptions about customers' skill levels based on their use of jargon, acronyms, and terminology. b. If a customer is angry or highly agitated, an analyst should try to ask probing questions prior to letting the customer vent. c. Technical service desk analysts need to understand the technology they work with, not the business language that customers use. d. All of the above.

a. Resist the temptation to make assumptions about customers' skill levels based on their use of jargon, acronyms, and terminology.

What kind of transfer is synonymous with a conference call? a. hot transfer c. cold transfer b. quick transfer d. warm transfer

a. hot transfer

Which type of narrative is commonly used in technical writing? a. first-person c. third-person b. second-person c. third-person d. All are commonly used.

c. third-person