Help Desk Customer Service (Mid term ALL quiz)

The term referring to the wide range of services that enable people and companies to continuously use the information technology they acquired or developed is known as ____.

technical support

Customers can perceive voice mail negatively if

they are not given an idea of when the call will be returned.

According to the Help Desk Institute's 2013 Support Center Practices and Salary Report, nearly what percentage of its membership indicated that their service desks receive incidents via the telephone?

97%

Which is a self-service typically offered via a web site?

A knowledge base that customers may use to resolve incidents on their own. Ans - All of the above. Online forms to submit incidents and service requests. A link to live text chats with service desk analysts.

What is a form?

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

Which is true about unsupported products?

As long as analysts are familiar with unsupported products, they should try to help the customers with these products. Typically, service desks retain ownership of incidents relating to unsupported products. Ans - Analysts should exhibit a "can do" attitude when faced with unsupported product questions. - Both A and C.

What does the acronym ACD stand for?

Automatic Call Distributor

Today, service desk analysts are relied upon to do what?

Capture data necessary to create accurate and useful information.

Which is an example of using CTI?

Facilitating fax server transmissions. Giving a 911 operator the address of the emergency. Displaying a previous order to the sales representative. Ans - All of the above.

Which of the following is true?

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

Which is appropriate when a customer asks to speak to an analyst who is unavailable?

Inform the customer that the analyst is unavailable and ask if you may help the customer.

Which concept does "Listening is not waiting for your turn to talk" explain?

Jumping ahead

____ is the application of information along with people's experiences, ideas, and judgments.

Knowledge

What is the most common way to build rapport with a customer?

Listen for the customer's name and use it respectfully during the remainder of your conversation.

____ is/are consistently cited as the most important skill(s) for a support person.

Listening

Which is true about voice pitch?

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

What does this chapter suggest to help service desk analysts monitor their facial expressions and posture?

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

____ defines the relative importance of an incident and determines in which order incidents are handled.

Priority

Where are criteria for determining impact, urgency, and priority defined?

Service Level Agreements

Which is an example of passive listening?

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

Which is true of ACD systems?

They determine what calls an analyst receives.

What is the number one reason that customers choose to do business with another company?

They felt an attitude of indifference.

Why are knowledge management systems beneficial to service desk analysts?

They improve the consistency of resolutions. Ans - All of the above. They reduce the number of escalations to the second level. They help improve analysts' problem-solving skills.

Which factor most influences customer perception when people are communicating over the telephone?

Tone of voice

In which instance will customers most likely use IM technology?

When they have questions that need to be answered before they order a new product.

____ is a uniquely human characteristic and generally deals with the future.

Wisdom

Who is responsible for maintaining a knowledge management system?

a knowledge engineer

In ITIL, which of the following is an example of an incident?

an error message

When using an ACD, which state indicates that the analyst is ready to take calls?

available

When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers.

best effort

According to this chapter, you and your customers are bilingual; you both speak ____.

business and technology

A ____ is software used to manage the content of a web site.

content management system

Posing a question or problem to a large group of people via Facebook or Twitter in an effort to quickly receive an answer is an example of ____.

crowdsourcing

Results that customers consider reasonable or due to them are called _____.

expectations

Clicking a(n) ____ might open a pop-up window with a definition, instructions, or a still picture.

hyperlink

What kind of survey involves asking customers for feedback about all contacts with the service desk during a certain period of time?

overall satisfaction survey

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations?

requirements report

Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage.

style guide

What is the service provided by a local phone company that identifies the telephone number of the person calling?

caller identification

Which type of support includes services that help a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training?

customer support

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution?

decision trees

A(n) ____ is a web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site.

extranet

Companies that need to provide global support but lack a large support staff may opt to

have a single global service desk.

Which types of skills include managing stress and time and continuously learning new skills?

self-management skills

Most companies have policies for using ____ mode, a feature that prevents the ACD from routing a new inbound call to an analyst's extension before he or she is ready.

wrap-up

Which type of narrative is commonly used in technical writing?

third-person

ITIL considers the ____ responsible for handling service requests and communications with customers.

service desk

Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support?

skills-based routing

What is a service desk?

A single point of contact within a company for managing customer incidents and service requests.