Midterm guide
Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support?
skills-based routing
Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage.
style guide
what is true about unsupported products?
Analysts should exhibit a "can do" attitude when faced with unsupported product questions.
What does the acronym ACD stand for?
Automatic Call Distributor
Which of the following uses everyday language to ask users questions and interpret their answers?
CBR
E-mail is typically used to do which of the following?
Conduct satisfaction surveys
Today, service desk analysts are relied upon to do what?
Develop procedures that can be used by customers.
true or false. A feasibility report explores the viability, risks, and benefits of a proposed project such as implementing a new system or offering a new service. It also explores possible alternatives.
False
true or false. A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries.
False
true or 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.
False
true or false. An estimated fix time is the time frame within which the support organization is expected to resolve an incident.
False
true or false. As long as all analysts have pleasant greetings and appear willing to help the customer, it is not necessary to have them follow a standard script when answering the phone.
False
true or 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
true or false. Case-based reasoning is a searching technique which can include search operators and connecting words such as AND, OR, and NOT.
False
true or false. E-mail and Internet support services are expected to increase considerably in the coming years; therefore, the telephone's role will be much reduced, if used at all.
False
true or false. Good writing skills are no more important for service desk analysts today than they were ten years ago.
False
true or false. Incident surveys are customer satisfaction surveys that ask customers for feedback on a single, recent incident.
False
true or false. Information are raw facts that are not organized in a meaningful way.
False
true or false. Like e-mail, IM allows you to send a message even if a recipient is not online.
False
true or false. Most successful service desk analysts develop one type of writing that is appropriate for the skill and education level of all of their customers, coworkers, and management.
False
true or false. One best practice to follow when improving your writing skills is to always use the passive voice.
False
true or false. Over the next few years, Internet, e-mail, and IM technology will become more popular and will replace the phone as the primary means for a customer to contact the service desk.
False
true or false. Since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers.
False
true or 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.
False
true or 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.
False
true or false. Typically, customers benefit from self-services, while service desk analysts do not.
False
true or false. Typically, impact and priority combine to determine the urgency of an incident.
False
true or 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.
False
true or false. When handling a customer's incident 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.
False
true or 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.
False
true or 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.
False
true or false. When writing technical documents, varying word choice is appropriate, as the variety keeps the reader focused on the information being given.
False
What is the number one reason that customers choose to do business with another company?
They were dissatisfied with the product.
true or false. Front-line service provider positions include dispatcher, level one analyst, and level one specialist.
True
true or false. When interacting with complainers, empathize but do not necessarily sympathize with the customer's complaint.
True
"Be willing" to a customer may mean _____.
taking ownership of all incidents to closure
true or false. One of the challenges facing today's service desks is integrating the various tools, such as automatic call distributors, e-mail response sytems, and Web-based systems, needed to capture data.
True
true or false. 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
true or false. Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.
True
true or false. Supporting mobile workers is particularly challenging for services desks. As a result, service desks are helping to define standards in terms of what mobile devices and applications best serve the needs of users and ensure the security of corporate data assets.
True
true or false. When diagnosing a customer's incident, it is important to determine his skill level so you know how to respond and proceed to resolve the incident
True
true or false. With multichannel support customers tend to contact the service desk with more complex incidents, so analysts must have good problem-solving skills.
True
true or false. A current trend within a trend is for major incidents to be handled by the major incident investigation team, a defined team of experts who are on call 24x7.
False
true or false. A designated expert is a person who has a high level of experience or knowledge in a particular area.
False
true or false. A process engineer develops and oversees the knowledge management process.
False
an example of a close-ended question?
Is there another printer close by that you can use?
a example of good listening?
Learning the customer's business language
What is paraphrasing?
Restating information using slightly different words.
true or false. When trying to be enthusiastic with customers over the phone, try approaching the phone call as if it were an interaction with a customer standing in front of you.
True
true or false. When you acknowledge customers' emotions, you are addressing a basic human need to be heard and understood.
True
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
two examples of active listening?
-Verifying that you understand the speaker. -Paying attention to what is being said and how it is being said.
What is a service desk?
A single point of contact within a company for managing customer incidents and service requests.
Knowing what to say is much more complex than knowing how to say it.
False
true or 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
true or 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
true or false. Technical skills are the most important of the principal service desk skills needed for an analyst to be successful.
False
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
two benefits of active listening?
-Assisting an analyst in downplaying the urgency of the incident. -Helping an analyst to keep the conversation on track.
Why are metrics important to a service desk?
-They ensure that the service desk understands the customers' expectations. -They measure the services desk's responsiveness and its ability to demonstrate a caring attitude and skill. Incorrect -They provide service desk analysts the information needed to determine what else they can do to satisfy their customers
true or false. Today, the service desk is primarily considered a stepping stone to other professions.
False
In ITIL, which of the following is an example of a service request?
a standard change
what 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.
true or false. Sometimes not asking questions is actually a component of providing good customer service
True'
When is it appropriate to interrupt a customer?
When he is being abusive.
true or 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
true or false. Communication is the exchange of thoughts, messages, and information.
True
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.
true or false. The goal of a multi-level support model is to have the service desk resolve as many incidents as possible at level one.
True
true or false. The service desk is experiencing an increased workload due to several trends, such as the expanded role of the service desk as organizations adopt ITIL best practices, more customers, greater awareness by customers of the service desk and its services, and the increasing complexity of technology.
True
true or false. The volume of an analyst's voice should always be loud enough that customers can hear, but it should not be so loud that it disturbs the surrounding people
True
Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately?
aggressive people
what is an effective method of dealing with chatterers?
Avoid encouraging them.
true or false. 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
what are used by many Web sites to identify users and track their preferences?
cookies
Results that customers consider reasonable or due to them are called _____.
expectations
ITIL considers the ____ responsible for handling service requests and communications with customers.
service desk
If a customer is very angry, an analyst should _____.
-let him vent Incorrect -use a verbal nod of the head to indicate he is listening -refrain from interrupting him
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
Where would you find IT asset information and be able to link it to related incidents, problems, and changes?
Configuration management system
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
Historically, service desks have been ____ centers, in which the budget items required to run the service desk are considered an expense to the company.
cost
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
a common mistake in customer service?
Delivering too much information.
Which is a primary characteristic of a world class company?
It achieves and sustains high levels of customer satisfaction.
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.
true or false. A known error is a problem that has a documented root cause and a workaround.
True
true or false. When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct.
False
true or false. If you accept information at face value, you are practicing passive listening
True
true or false. Listening means making an effort to hear something - paying attention.
True
Companies who have one centralized, global service desk find it tends to be less costly than
providing follow the sun support.
what type of skills include managing stress and time and continuously learning new skills?
self-management skills
an example of passive listening?
simply taking in information and showing little regard for the speaker.
Service desk analysts should learn to?
strike all negative phrases from their vocabulary.
The term referring to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed is known as ____.
technical support
true or false. Passive listening enables you to determine situations that require management involvement.
False
____ is/are consistently cited as the most important skill(s) for a support person.
Listening
true or false. Good listeners respond to what is being said and how it is being said.
True
When interacting with which type of users should you ask open-ended questions?
passive
What is the most expensive component of a service desk?
people
Incident management, problem management, request fulfillment, and access management are examples of ____.
processes
true or false. Aggressive people never volunteer opinions or comments.
False
true or false. Due to increasingly better technology, the need for technical support has decreased.
False
Operational Level Agreements underpin Service Level Agreements by
ensuring that all parties involved in meeting SLA targets understand their respective responsibilities.
Resist the temptation to make assumptions about customers' skill levels based on
their use of jargon, acronyms, and terminology.
Which factor most influences customer perception when people are communicating over the telephone?
tone of voice
true or false. Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house.
True
In ITIL, which of the following is an example of an incident?
an error message
true or false. A call center is a place where telephone calls are made or received in high volume.
True
true or false. When speaking to customers, you should always use your normal rate of speech.
False
true or false. Studies indicate that we usually listen using about 25% of our listening capacity.
True
Taking ownership of an incident means
tracking the incident to ensure that the customer is kept informed of its status, the incident is resolved and that the customer is satisfied with the resolution
Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer?
value
true or false. 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
Which concept does "Listening is not waiting for your turn to talk" explain?
jumping ahead
true or false. Empathy is one of the 3 critical factors discussed in this chapter that makes up your tone of voice.
False
true or false. Expectations reflect the difference between how a customer perceives he or she was treated and how the customer expects to be treated.
False
true or false. If you nod during a conversation and give the speaker a sense of confidence that he's been heard, you are practicing passive listening.
False
true or false. 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.
False
true or false. Listening and empathizing are two of the most basic and important skills that service desk analysts must possess.
False
true or 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.
False
What is true about voice pitch?
Low-pitched voices are associated with someone who is in control.
What does this chapter (chapter 2)suggest to help service desk analysts monitor their facial expressions and posture?
Place a mirror at eye level in the analyst's workspace
true or false. Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered.
True
true or false. Data that are organized in a meaningful way is known as information.
True
true or false. The term Web center is now being used to refer to a call center that uses e-mail and the Web, in addition to the phone, to communicate with customers.
False
true or false. Service desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.
False'
true or false. Service desk analysts must remember that emotional filters can influence their ability to listen effectively.
'True
Voice over Internet Protocol is an automated form of taking messages from callers.
False
what self-service is typically offered via a Web site?
--A solutions database that customers may use to solve incidents on their own. --Online forms to submit incidents and service requests. --A link to live text chats with service desk analysts.
Which is a factor that is causing companies to look more closely at using chat to communicate with customers?
--Reducing the overall cost of delivering support. --Increasing the efficiency of analysts through the use of simultaneous chat sessions. --Satisfying and retaining customers who demand alternatives to the phone.
According to a Help Desk Institute survey, what percentage of companies use voice mail to take after-hours calls?
49%
According to the 2009 Help Desk Institute survey, what percentage of its membership indicated that customers request services through the telephone?
98%
What is a form?
A predefined document that contains text or graphics users cannot change and areas in which users enter data.
What is a template?
A predefined item that can be used to quickly create a standard document or e-mail message.
what is a benefit of CTI?
Facilitating fax server transmissions.
what 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
what is true about a VRU?
It allows the collection of a unique identifier and then verifies something about the customer.
____ is the application of information along with people's experiences, ideas, and judgments.
Knowledge
____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance.
Monitoring
____ defines the relative importance of an incident and determines in which order incidents are handled.
Priority
Where are criteria for determining impact, urgency, and priority defined?
Service Level Agreements
what is true of online chat and IM?
They are instantaneous.
what is true of ACD systems?
They determine what calls an analyst receives.
Why are knowledge management systems beneficial to service desk analysts?
They help improve analysts' problem-solving skills.
true or false. A procedure is a step-by-step detailed set of instructions that describes how to perform a task.
True
true or 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
true or false. A speakerphone allows several people to participate in a call at the same time without the telephone receiver being held.
True
true or false. 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
true or false. Fuzzy logic is a good searching technique to use when conflicting information exists or no match is present.
True
true or false. If a customer leaves a message for a service desk analyst, the analyst should return the call, even if only to let the customer know that the call was received and logged, and that it is being handled.
True
true or false. 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
true or false. If all analysts are busy, most phone systems place the customer in a queue and play a message indicating that all analysts are busy.
True
true or false. If an analyst cannot tell a customer when he should expect a resolution, the analyst should give the customer a timeframe within which he can expect an update on the call's status.
True
true or false. 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
true or false. 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
true or false. It is important to remember that although e-mail is an easy way to communicate with customers, it does not provide many of the capabilities that an incident management system provides.
True
true or false. Off-the-shelf products are personal computer products that are developed and distributed commercially.
True
true or false. 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
true or false. Service desks that respond to calls in a consistent manner are perceived as more professional than those that do not.
True
true or false. Since readers want to acquire information quickly, use numbered sequences or lists arranged in a logical order when writing technical documents.
True
true or false. Since resolving an incident via e-mail typically takes two to three exchanges, service desk analysts must use common sense when communicating with customers via e-mail.
True
true or false. Symbols, such as "*" , used to convey feelings are called emoticons.
True
true or false. The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found.
True
true or false. The use of a script, or standard set of text and behaviors, is a common service desk practice that is particularly useful when providing technical support.
True
true or false. 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
true or false. Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly.
True
true or false. When creating a FAQ, phrase the question in the way that customers do when they contact the service desk; then explain the answer in language that customers can understand.
True
true or false. When dealing with customers over the phone, consistency is particularly important because it builds trust between the analyst and customer, and it teaches customers what they can expect when they call.
True
true or false. When using e-mail, 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
Which is correct when writing e-mails to customers?
Use a meaningful subject line.
Which is an example of a technology used to enable self-service for customers?
Using Web technology to order a product.
what 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.
In which instance will customers most likely use IM technology?
When they have questions that need to be answered before they order a new product.
____ is a uniquely human characteristic and generally deals with the future.
Wisdom
Who is responsible for maintaining a knowledge management system?
a knowledge engineer
What is the service provided by a long distance phone company that identifies the telephone number of the person calling?
automatic number identification
When using an ACD, which state indicates that the analyst is ready to take calls?
available
When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers.
best effort
What is the service provided by a local phone company that identifies the telephone number of the person calling?
caller identification
what kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?
cold transfer
A ____ is software used to manage the content of a Web site.
content management system
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
What kind of survey involves calling a customer and asking for feedback on an incident that the service desk recently solved?
event-driven survey
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.
extranet
What kind of transfer is synonymous with a conference call?
hot transfer
Try to strengthen the impact of your writing by saying
how good, how bad, or how fast something is, instead of just saying that something is good, bad, or fast.
Clicking what might open a pop-up window with a definition, instructions, or a still picture?
hyperlink
Customers can perceive voice mail negatively if
if they are not given an idea of when the call will be returned.
ITIL defines ____ as the effect an incident is having on the business.
impact
A(n) ____ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees.
internal
A(n) ____ is a Web site that cannot be accessed by the general public.
intranet
If one resolution can be used to solve many incidents or service requests, it is referred to as a ____.
one-to-many relationship
What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period?
overall satisfaction survey
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
type of narrative is commonly used in technical writing?
third-person
what kind of transfer might be appropriate if there is a backlog of incoming calls in the queue?
warm transfer
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
