Chapter 2

Sometimes not asking questions is actually a component of providing good customer service.

True

The volume of an analyst's voice should always be loud enough that customers can hear, but it should not be so loud that it disturbs the surrounding people.

True

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

All of the above

If you are unsure whether a customer understands what you have just said, how should you proceed? -Continue talking, but speak more slowly so the customer will be sure to understand. -Keep talking; the customer will interrupt if he has a question. -Ask the customer if he would like you to repeat what you have said. -Assume the customer did not understand what you said and repeat, verbatim, the information.

Ask the customer if he would like you to repeat what you have said.

Which is an example of active listening? -Verifying that you understand the speaker. -Paying attention to what is being said and how it is being said. -Not asking the speaker questions. -Both A and B.

Both A and B.

Which is a benefit of active listening? -Assisting an analyst in downplaying the urgency of the incident. -Enabling an analyst to address the customer's emotions. -Helping an analyst to keep the conversation on track. -Both B and C.

Both B and C.

Aggressive people never volunteer opinions or comments.

False

Empathy is one of the three critical factors discussed in this chapter that makes up your tone of voice.

False

If an analyst has exhausted all of his resources, it is appropriate to tell a customer that "There's nothing else I can do."

False

Which is an example of passive listening? -Waiting for the speaker to finish before you answer. -Responding to the speaker. -Simply taking in information and showing little regard for the speaker. -Asking the speaker questions.

Simply taking in information and showing little regard for the speaker.

Which factor most influences customer perception when people are communicating over the telephone? -Tone of voice -Verbal communication -Nonverbal communication -Prompt answering of the phone

Tone of voice

Communication is the exchange of thoughts, messages, and information.

True

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

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

False

When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct.

False

When speaking to customers, you should always use your normal rate of speech.

False

Which is true about voice pitch? -High-pitched voices are viewed as strong. -To lower your voice pitch, raise your head. -Low-pitched voices are associated with someone who is in control. -All of the above.

Low-pitched voices are associated with someone who is in control.

When interacting with which type of users should you ask open-ended questions? -Chatters -Complainers -Passive -Know-it-alls

Passive

What does this chapter suggest to help service desk analysts monitor their facial expressions and posture? -Get feedback from another analyst at the completion of a call. -Place a mirror at eye level in the analyst's workspace. -Watch pre-recorded videos of previous calls. -All of the above.

Place a mirror at eye level in the analyst's workspace.

According to this chapter, you and your customers are bilingual; you both speak ____. -business and technology -and write to do business -to be understood and to teach -to ask questions and to answer questions

business and technology