OMT-154 Customer Satisfaction Review
Which is true when handling difficult email messages from customers?
If you are in doubt about the appropriateness of your response, have a coworker or manager review both yours and the customer's email.
What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline?
Acknowledge the fact that the customer is upset.
What should you do when you are listening actively to an irate customer describing his incident or complaint?
All of the above.
Which is true about customers?
All of the above.
Which is true about the left and right sides of the brain?
All of the above.
Which is true about using calming techniques to handle difficult situations?
All of the above.
When trying to calm yourself by taking a deep breath, what should you do?
Breathe in through your nose
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 _____.
Follow-through
Which is the first step when handling difficult customer situations?
Get focused.
When a person becomes extremely angry, the left side of the brain takes over. True or false?
False
When dealing with irate customers, it is important to pay attention to what is being said and why it is being said. True or false?
False
When handling a customer's incident or service request over the phone, vary the order in which you ask the customer for pertinent information, as this will ensure that the customer pays attention and gives you the correct information. True or false?
False
When helping a customer over the phone, you should always let the customer ask the first question, so he knows you are willing to listen. True or false?
False
Telephone skills, unlike other service desk skills, do not need much honing. Once you have mastered them, you will be able to deliver excellent customer service. True or false?
False
Typically, customers benefit from self-services, while service desk analysts do not. True or false?
False
A workaround is considered the final resolution to an incident; once it is implemented, and the customer is happy, the call should be closed. True or false?
False
When entering data into text fields in an incident management system, standard terms for words are not necessary. As long as you use synonyms (i.e., monitor, screen), other analysts will understand what you mean. True or false?
False
When interacting with complainers, empathize but do not necessarily sympathize with the customer's complaint. True or false?
True
Empathy is one of the three critical factors discussed in this chapter that makes up your tone of voice. True or false?
False
Experts predict that within 10 years outsourcing will no longer be part of the service desk industry. True or false?
False
Voice over Internet Protocol is an automated form of taking messages from callers. True or false?
False
Case-based reasoning is a searching technique which can include search operators and connecting words such as AND, OR, and NOT. True or false?
False
Due to increasingly better technology, the need for technical support has decreased. True or false?
False
Email and Internet-based support services are expected to increase considerably in the coming years; therefore, the telephone's role will be much reduced, if used at all. True or false?
False
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
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
It is standard practice on most service desks not to log easy-to-solve or common incidents and service requests, as this wastes valuable resources. True or false?
False
Clicking a(n) ____ might open a pop-up window with a definition, instructions, or a still picture.
Hyperlink
ITIL defines ____ as the effect an incident is having on the business.
Impact
____ is the application of information along with people's experiences, ideas, and judgments.
Knowledge
Listening means making an effort to hear something - paying attention. True or false?
True
A process engineer develops and oversees the knowledge management process. True or false?
False
According to Help Desk Institute's 2013 Support Center Practices and Salary Report, more than what percentage of companies use voice mail to take after-hours calls?
51%
When communicating face-to-face, nonverbal qualities make up ____ percent of the conversation.
55
Studies indicate that we ignore, forget, distort, or misunderstand ____ percent of what we hear.
75
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%
Who is responsible for maintaining a knowledge management system?
A knowledge engineer
What is a template?
A predefined item that can be used to quickly create a standard document or e-mail message
Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately?
Aggressive people
Which is a self-service typically offered via a web site?
All of the above
When using an ACD, which state indicates that the analyst is ready to take calls?
Available
Which is an effective method of dealing with chatterers?
Avoid encouraging them.
When dealing with angry or abusive customers, which is the best course of action?
Be aware of your company's policies regarding these types of issues.
Which of the following uses everyday language to ask users questions and interpret their answers?
CBR
What is the service provided by a local phone company that identifies the telephone number of the person calling?
Caller identification
Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?
Cold transfer
Email is typically used to do which of the following?
Conduct satisfaction surveys.
Where would you find IT asset information and be able to link it to related incidents, problems, and changes?
Configuration management system
Which are used by many web sites to identify users and track their preferences?
Cookies
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 is a common mistake in customer service?
Delivering too much information.
If you nod during a conversation and give the speaker a sense of confidence that he's been heard, you are practicing passive listening. True or false?
False
Information are raw facts that are not organized in a meaningful way. True or false?
False
Listening and empathizing are two of the most basic and important skills that service desk analysts must possess. True or false?
False
One best practice to follow when improving your writing skills is to always use the passive voice. True or false?
False
Since all customers should be comfortable using technology, analysts should not worry about asking questions that are too technical; they should avoid asking questions that are too simple. True or false?
False
Some ACD systems use an automated attendant to greet callers when all service desk analysts are busy and can provide valuable information, such as answers to routine questions, as customers wait on hold. True or false?
False
Technical skills are the most important of the principal service desk skills needed for an analyst to be successful. True or false?
False
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 is a primary characteristic of a world class company?
It achieves and sustains high levels of customer satisfaction.
____ 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 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 is true of online chat and IM?
They are instantaneous.
Which is true of ACD systems?
They determine what calls an analyst receives.
If a manager is going to evaluate an analyst's handling of a call, the analyst should be provided with a checklist of what constitutes a successful call, prior to being evaluated. True or false?
True
In addition to enabling an analyst to obtain the details of a customer's incident or service request, skillful listening also enables analysts to learn ways that a company's products and services can be enhanced and improved. True or false?
True
Off-the-shelf products are personal computer software products that are developed and distributed commercially. True or false?
True
One advantage of service desks developing standard resolution formats is that it allows analysts with varying skill levels to obtain information at the level of detail that they need. True or false?
True
One tip to avoid mental side trips preventing your ability to listen is to keep paper and pen nearby to write down items you don't want to forget. True or false?
True
Operational Level Agreements underpin Service Level Agreements by ensuring that all parties involved in meeting SLA targets understand their respective responsibilities. True or false?
True
Service desk analysts should learn to strike all negative phrases from their vocabulary. True or false?
True
When is it appropriate to interrupt a customer?
When he is being abusive.
When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct. True or false?
False
When speaking to customers, you should always use your normal rate of speech. True or false?
False
When writing for a global audience, it is best to avoid acronyms, which are groups of words whose meanings are different than the meanings of the individual words. True or false?
False
____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance.
Monitoring
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.
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 the number one reason that customers choose to do business with another company?
They felt an attitude of indifference.
Which type of narrative is commonly used in technical writing?
Third-person
A call center is a place where telephone calls are made or received in high volume. True or false?
True
The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found. True or false?
True
Which is an example of a technology used to enable self-service for customers?
Using Web technology to order a product.
Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer?
Value
A designated expert is a person who has a high level of experience or knowledge about a particular subject. True or false?
False
A common best practice for service desks is to discourage complaints as complaints are typically biased customer opinions and are not useful in helping service desks improve. True or false?
False
A good practice is a proven way of completing a task to produce a near optimum result and is proven over time through experience and research to work for a large number and variety of people and organizations. True or false?
False
A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries. True or false?
False
A screen transfer is when information about the caller appears on an analyst's monitor. This information is obtained by relating telephone data to data found in a database. True or false?
False
If a critical service is down, and a company is losing a lot of money, they may organize a virtual team of experts that come together to restore service and then disband. What is this practice called?
Swarming
A good service desk motto to remember is, "Keep the customer informed, keep the customer!" True or false?
True
A procedure is a step-by-step detailed set of instructions that describes how to perform the tasks in a process. True or false?
True
A speakerphone allows several people to participate in a call at the same time without the telephone receiver being held. True or false?
True
Accurately recording incidents in the incident management system is increasingly important, as service desks are now providing their customers with the ability to check the status of outstanding tickets. True or false?
True
Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered. True or false?
True
Data that is organized in a meaningful way is known as information. True or false?
True
Good listeners respond to what is being said and how it is being said. True or false?
True
Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house. True or false?
True
Service desk analysts must remember that emotional filters can influence their ability to listen effectively. True or false?
True
Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.
True
Sometimes not asking questions is actually a component of providing good customer service. True or false?
True
The goal of a multi-level support model is to have the service desk resolve as many incidents as possible at level one. True or false?
True
To increase customer satisfaction with VRUs, there should be no more than four menu options, callers should have the option to repeat the menu options, go back to the previous menu, cancel input, and callers should be able to speak to an analyst. True or false?
True
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 or false?
True
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
Good writing skills are no more important for service desk analysts today than they were ten years ago. True or false?
False
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
When using IM and chat messages to communicate with customers, service desk analysts should be as clear and concise as possible and messages should convey a positive, friendly tone. True or false?
True
If an analyst has exhausted all of his resources, it is appropriate to tell a customer that "There's nothing else I can do." True or false?
False
An estimated fix time is the time frame within which the support organization is expected to resolve an incident. True or false?
False
If a previously unhappy customer seems to be happy when you complete a contact, you can assume that you have regained that customer's trust. True or false?
False
If an analyst doesn't understand why a customer is upset, he should try to determine why before trying to resolve the incident. True or false?
False
If you are upset after a call, it is best to answer another call as quickly as possible to clear your head. If you take a break, it is more likely the negative thoughts will remain through further calls. True or false?
False
If you have reported a customer complaint to management once, there is no need to report it again. True or false?
False
To understand customer behavior, you must strive to sympathize with what customers are experiencing. True or false?
False
Which is an example of using positive imagery?
Replacing an image of an angry customer with someone you love.
To win over a difficult customer, what should an analyst do?
Restate the situation and gain customer agreement.
Which calming technique also helps you keep up your energy and retain a positive attitude?
Taking a deep breath.
A positive attitude is a key characteristic of professionalism, and your attitude is your choice. True or false?
True
One way to improve your ability to provide good service is to pay attention when you are the customer. For example, how does it feel to talk to an analyst who seems overworked or tired? True or false?
True
Whether you are interacting on the phone or face-to-face, the customer will most likely notice if you exhibit symptoms of being upset or angry. True or false?
True
Whether you are left- or right-brained, you must still be able to maintain control of you ability to think logically. True or false?
True