Call Center Management // EXAM 3 Study Guide

SLAs

What do many service desks use to set customer expectations?

Acknowledge the fact that the customer is upset

What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline?

All of the Above

What should you do when you are listening actively to an irate customer describing their incident or complaint?

All of the above

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

False

When a person becomes extremely angry, the left side of the brain takes over.

True

When creating an FAQ section, phrase the question in the way that customers do when they contact the service desk; then explain the answer in language they will understand.

False

When dealing with irate customers, it is important to pay attention to what is being said and why it is being said.

True

When writing for a global audience, it is best to avoid acronyms.

All of the above

Which is a factor that is causing companies to look more closely at using chat to communicate with customers?

- Solutions Database - Online forms to submit incidents - Link to live text chat

Which is a self-service typically offered via a website?

Replacing an image of an angry customer with someone you love

Which is an example of positive imagery?

Identification

Which is the first step in the incident management process?

Get focused

Which is the first step when handling difficult customer situations?

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?

Extranet

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.

True

Incident priority typically remains the same throughout the life of an incident. This ensures it is resolved in the proper time frame and that it is not forgotten or neglected.

False

Information is raw facts that are not organized in a meaningful way.

False

Over the next few years, Internet and IM technology will replace the phone as the primary means for a customer to contact the service desk.

Learning to respond

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

False

Since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers.

True

Symbols, such as smiley faces or frowning faces, used to convey feelings, are called emoticons and should be used sparingly and appropriately.

True

The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found.

False

The terminology used to describe the incident management process is standard for one organization to the next.

False

Trend forecasting is a methodical way of determining and, when possible, forecasting service trends.

True

Two reasons that are necessary to periodically review the incident management system data are to ensure that the service desk analysts are documenting the incidents correctly and that level two service providers are documenting resolutions correctly.

Follow-Through

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 _______________.

False

An analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down.

False

As soon as the service desk fixes the cause of the incident, the incident should be closed. then a customer satisfaction survey is sent to the customer, and they confirm they are satisfied with the resolution.

ITIL c. HDI

Best practice frameworks such as __________ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations.

False

Companies typically don't distinguish between incidents, questions, and inquiries because they all represent work that must be performed by service desk analysts.

True

If you are upset after a call, it is likely that the customer may also still be upset. You should inform your supervisor or team leader so that they can determine what, if any, additional steps should be taken to satisfy the customer.

False

Good writing skills are no more important for service desk analysts today than they were ten years ago.

All of the above

If you cannot restate the customer's incident in his own words, it is acceptable to ______________.

False

Typically, customers benefit for self-services, while service desks do not.

False

If an analyst doesn't understand why a customer is upset, he should try to determine why before trying to resolve the incident.

False

A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries.

True

A procedure is a step by step detailed set of instructions that describes how to perform the tasks in a process.

False

A simulation system is a technology that enables an analyst to view and take control of a connected device in order to perform tasks.

True

Determining probable source of an incident can be extremely difficult, particularly when dealing with complex technology, such as that found in a client/server computing environment.

Oval

Which symbol represents the end or stopping point of a process in a flowchart?

Third Person

Which type of narrative is commonly used in technical writing?

Requirement Report

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?

True

A symptom is a sign or indication that an incident has occurred.

All of the Above

After diagnosing an incident and identifying the correct probable source, ______________ might be included in developing a course of action.

Inquiries

In the incident management process, _________, such as "When will my equipment arrive?", are typically handled by the service desk?

False

One of the advantages of Knowledge-Centered Support is that knowledge is made available to the support organization immediately in draft form, enabling knowledge to be available when it is needed the most.

True

One advantage of service desks developing standard resolution formats is that it allows analysts with varying skill levels to obtain info at the level of detail that they need.

True

The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction.

Follow-Up

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of ________________.

Probable Source

What is the system, network, or product that is most likely causing an incident called?

True

When facing a difficult customer situation, use positive self-talk to remind yourself that you cannot take the situation too personally.

True

Whether you are left or right brained, you must still be able to maintain control of your ability to think logically.

Taking a deep breath

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

Flow Chart

Which is a diagram that shows the sequence of tasks that occur in a process?

Sipping Water

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

Level 2 or 3 analyst may assist with or actually make checklists for service desks

Which is true about using checklists to help diagnose incidents?

Versatility & emotion

Typically, what does that right side of the brain handle?

Memorization & linear logical thinking

Typically, what does the left side of the brain handle?