TKT 3213

One of the following challenges facing today's service desk is integrating various tools, such as call distributors, e-mail response systems, and Web-based systems, needs to capture data.

True

Service desk analysts must remember that emotional filters can influence their ability to listen effectively.

True

Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.

True

Which are used by many web sites to identify users and track their preferences?

Cookies

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

False

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

Jumping ahead

A call center is a place where telephone calls are made or received in high volume.

True

Studies indicate that we usually listen using about 25% of our listening capacity.

True

Which is a common mistake in customer service?

Delivering too much information

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

Expectations

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

Listen to customers name and use it respectfully during the remainder of your conversation

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

An error message

Which is true about unsupported products?

Analysts should exhibit a "can do" attitude when faced with unsupported product questions

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?

Cold transfer

Which is one benefit of active listening?

Convey a caring attitude and build a rapport with speaker.

A process engineer develops and oversees the knowledge management process.

False

Aggressive people never volunteer opinions or comments.

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

At the end of the call, if the customer has an additional request, the analyst should ask the customer to hang up and call back, so that the call may be properly tracked through the phone system.

False.

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

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

Which is true of VRU?

It allows the collection of a unique identifier and then verifies something about the customer

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

When interacting with which type of users should you ask open-ended questions?

Passive

What is paraphrasing?

Restating information using slightly different words.

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

Self-management skills

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

Service desk

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

Service legal agreements

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

Tone of voice

24 x 7 support means that service desk analysts must be on site at all times.

True

Data that is organized in a meaningful way is known as information.

True

Experts predict within 10 years outsourcing will no longer be part of the service desk industry.

True

Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

True

Instead of relating information over the phone, a service desk analyst may ask a customer to fax information, such as a form or a report that has an error message, so that the analyst can more accurately handle the incident.

True

Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly.

True

Voice over Internet Protocol is an automated form of taking messages from callers.

True

When hiring for front-line positions, companies look for people with positive, can do attitudes who genuinely enjoy helping other people and solving problems.

True

When trying to be enthusiastic with customers over the phone, approach the phone call as if it were an interaction with a customer standing in front of you.

True

With multichannel support customers tend to contact the service desk with more complex incidents, so analysts must have good problem-solving skills.

True

Which is true about voice over Internet Protocol (VoIP)?

VoIP does make it easy for companies to link local service desks and analysts working at home.

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

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-hour calls?

49%

If you are unsure whether a customer understands what you have just said, how should you proceed?

Ask the customer if he/she would like you to repeat what you said

Which is an effective method of dealing with chatters?

Avoid encouraging them

A caring attitude refers to the service desk's ability to be available when customers need help and make it easy for customers to obtain help.

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.

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.

False

As long as all analysts have pleasant greetings and appear wiling to help the customer, it is not necessary to have them follow a standard script when answering the phone.

False

Due to increasingly better technology, the need for technical support has decreased.

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

Listening and empathizing are two of the most basic an important skills that service desk analysts must possess.

False

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

False

What is the importance of a customer service value chain?

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

Which is an example of passive listening?

Listening to the news on the radio

What is social listening?

Monitoring digital conversations to understand what customers are saying.

Off-the-shelf products are personal computer software products that are developed and distributed commercially.

True

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

Skill based routing

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