Help Desk Customer Service Quiz #8(Homework)

Which is correct about leadership?

An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed.

____ includes the ability to recognize and manage one's emotions and the emotions of others, motivate oneself and restrain impulses, and effectively handle interpersonal relationships.

Emotional intelligence

According to the Tuckman Teamwork Model, during the acting stage, team members feel a sense of pride and satisfaction, and the team has become a close-knit community.

False

On a team, the challenger is task-oriented and does everything possible to provide the team with the skills, knowledge, and information needed to achieve its goals.

False

One way to get settled into a new team is to volunteer to take on work, even if it is more than you can handle. The other team members will be appreciative of your hard work.

False

The average number of contacts refers to the average number of email messages that must go back and forth to resolve an incident.

False

To be a true team player, you must give up your personal goals.

False

You should not delay resolving a conflict, even if the other person is highly upset or angry.

False

Which group of people are apt to question authority, will stay with an employer only when they are being offered a variety of experiences, and seek a balance between their work and personal lives?

Generation Y

What should you remember when faced with conflict?

It is better to keep to the issues of the discussion.

What is something you should do when you are new to a team?

Learn the lingo or vocabulary of the new team.

Average call duration is the average length of time required to handle calls, and it is often used as an individual performance metric.

True

Customers form opinions of the entire company or department based on their interactions with the service desk.

True

Most successful teams are made up of players who have unique skills and exhibit varying approaches to teamwork.

True

Service desk analysts are accountable to the members of their team and to the "greater team" that constitutes the customer service value chain within their company and which includes external suppliers.

True

During the forming stage of a team, who will push the team to set high standards?

a challenger

According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities?

norming

According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities?

performing

What are measurable objectives that support the service desk's mission called?

service desk goals

A ____ team is a group of people who work across time, space, and organizational boundaries.

virtual