IT195 Customer Service Skills for the Service Desk Professional - Chapter 2 - NO TRUE/FALSE

Believing that you can listen to a customer and still pay attention to what is going on around you is an example of ____.

"third ear" syndrome

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

If a customer is very angry, an analyst should _____.

All of the above

Which is a common mistake in customer service?

Delivering too much information.

Which is a benefit of active listening?

Enabling an analyst to address the customer's emotions. Helping an analyst to keep the conversation on track.

Which is an example of a close-ended question?

Is there another printer close by that you can use?

Which is an example of good listening?

Learning the customer's business language.

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.

Which of the following is true?

Resist the temptation to make assumptions about customers' skill levels based on their use of jargon, acronyms, and terminology.

What is paraphrasing?

Restating information using slightly different words.

Which is an example of passive listening?

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

Which is an example of active listening?

Verifying that you understand the speaker. Paying attention to what is being said and how it is being said.

When is it appropriate to interrupt a customer?

When she is being abusive.

Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately?

aggressive people

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

business and technology

One tip mentioned in the active listening portion of this chapter is analysts using ____ to diagnose incidents and methodically identify solutions.

checklists

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

jumping ahead

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

passive

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

tone of voice

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

Ask the customer if he would like you to repeat what you have said.

Which is an effective method of dealing with chatterers?

Avoid encouraging them.