service desk Chapter 3 Quiz

List four critical interactions that influence a customer's perception of your professional telephone skills when handling a telephone call.

(1) Answering the telephone. (2). Handling calls about unsupported products and services. (3) Taking a message. (4) Closing the call.

What two things must be done for customers to view voice mail positively?

(1) Customers must be given an idea of when their call will be returned. (2) Messages must be returned in the time frame promised.

List four factors that influence the telephone technologies used by a service desk.

(1) Its size. (2) The goals of the company. (3) The nature of the business it is in. (4) Customer expectations.

What are two techniques you can use before you answer the telephone to ensure you are ready?

(1) Put a smile on your face. (2) Take a deep breath.

Describe three of the benefits that service desk analysts receive when telephone technology is implemented properly.

(1) Telephone technologies, such as voice mail and fax, enable service desk analysts to periodically have time away from the telephone. (2) ACDs can broadcast messages, thus reducing the number of calls that analysts must handle. (3) When ACDs use information collected from the caller to route the call to the analyst best suited to handle the customer's request, analysts receive calls they are able to handle, thus reducing their stress.

What three pieces of information should you provide or ask when answering the telephone?

(1) The name of your company or department. (2) Your name. (3) The first question.

How does a VRU obtain information?

By having the caller use the keys on their touch-tone telephone, or, when speech recognition is available, speak their input into the telephone.

Why is it important that calls are handled consistently?

Consistency builds trust and teaches your customer what they can expect and how to prepare when they call.

It is always acceptable to use a customer's first name True or False? Explain your answer.

False. Listen carefully to how a customer offers his or her name. If the customer uses a title, address the customer with that title until you are given permission to use a first name or a nickname.

What is a screen pop?

Information about the caller appears, or pops up, on an analyst's monitor based on caller information captured by the telephone system and passed to a computer system.

Why should you ask customers for the information you need to log calls in the same order every time?

It teaches customers what information you need.

A VRU integrates with another technology to do what? Provide one example

Obtain information or to perform a function. For example, a VRU can collect a unique identifier, such as a customer's employee ID or product number, and then use it to verify that the customer is entitled to service.

How can scripts be used by service desk analysts?

Scripts enable analysts to focus their energies on resolving incidents and service requests and handling unique situations (rather than figuring out what to say or how to say it). They also help analysts find a positive way to say something they do not feel comfortable saying such as saying "No" to a customer.

How is skills-based routing different from normal ACD routing?

Skills-based routing matches the requirements of an incoming call to the skill sets of available analysts or analyst groups. The ACD then distributes the call to the next available, most qualified analyst (as opposed to simply routing the call to the next available analyst).

What do professional telephone skills ensure?

That calls are handled in a prompt, courteous, and consistent manner.

List four of the capabilities that ACDs provide.

They (1) answer calls, (2) route or distribute the calls to the next available analyst, (3) place calls in a queue if all analysts are busy, and (4) provide a wealth of statistical information.

Why are service desks able to deliver high-quality support for supported (versus unsupported) products and services?

They receive training, documentation, procedures, and they typically have a copy of supported software and may have access to a lab that contains supported hardware.

Describe the benefits of VoIP in a service desk setting.

With VoIP an organization can reduce its costs by using its existing data network to route phone calls. Other benefits include integration with existing data systems and analyst mobility (e.g., analysts are able to work at home).

Do you need to log customer incidents and service requests that are received via voice mail and fax? Explain your answer.

Yes. All incidents must be logged.

When there is more than one person in the service desk, why should you avoid encouraging customers to speak with only you?

You may not always be there. It's also disrespectful to your co-workers. You want to communicate to the customer that anyone on the service desk can assist.