MIDTERM REVIEW

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 is the importance of a customer service value chain?

It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers.

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

Knowledge

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control?

Learning to respond, not react

Which is true about best practice frameworks and standards?

Most process-related initiatives are handled as formal projects to ensure that all stakeholders are engaged and that desired outcomes are achieved.

What do many service desks use to set customer expectations?

SLAs

Which is true about irate customers?

Some customers will become irate even if you have done your very best.

Which calming technique also helps you keep up your energy and retain a positive attitude?

Taking a deep breath.

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

They felt an attitude of indifference.

Which is correct when writing emails to customers?

Use a meaningful subject line.

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.

Which type of narrative is commonly used in technical writing?

third-person

refers to the perceived worth, usefulness, or importance of a product or service to the customer

value

What should you do when you are listening to an irate customer describing his incident?

-Take notes and be prepared to restate the customer's incident or complaint - Nod your head to let them know you're listening - Use encouraging verbal phrases

What is a template?

A predefined item that can be used to quickly create a standard document or email message.

Responsible for maintaining a knowledge management system

a knowledge engineer

used to manage the content of a web site.

content management system

Used by many web sites to identify users and track their preferences

cookies

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 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

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 will help you to unwind after a stressful situation?

nuts

If one resolution can be used to solve many incidents or service requests, it is referred to as a ____.

one-to-many relationship

Incident management, problem management, request fulfillment, and access management are examples of

processes

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

requirements report

Includes managing stress and time and continuously learning new skills

self-management skills

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

service desk

Which is comparable to the practice of "counting to three" before you speak?

sipping water

"Be willing" to a customer may mean _____.

taking ownership of all incidents to closure

referring to the wide range of services that enable people and companies to continuously use the information technology they acquired or developed

technical support