Achieving High Customer Satisfaction, Chapter 1
C
What is a service desk? a. A group of people who resolve incidents b. A phone line used by people who need technical help c. A single point of contact within a company for managing customer incidents and service requests. d. A place where telephone calls are made, or received, in high volume.
C
What is correct? a. The customer is always right b. Satisfied customers are always loyal c. Service desk analysts should learn to strike all negative phrases from their vocabulary d. All of the above
False
24x7 support means that service desk analysts must be on site at all times.
True
A known error is a problem that has a documented root cause and a workaround.
False
It is standard practice on most service desks not to log easy-to-solve or common incidents and service requests.
True
Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered.
True
Data that is organized in a meaningful way is known as information.
C
In ITIL, which of the following is an example of a service request? a. a system outage b.human error c. standard change d. software bugs
True
A call center is a place where telephone calls are made or received in high volume.
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.
D
A(n) ______ service desk responds to questions, distributes information, and handles incidents and services requests for its company's employees. a. external b. global c. local d. internal
False
Due to increasingly better technology, the need for technical support has decreased.
True
Front-line service provider positions include dispatcher, level one analyst, and level one specialist
C
ITIL considers the ____ responsible for handling service requests and communications with customers.
A
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? a. swarming b. crowd sourcing c. rapid response d. problem management
A
In ITIL, which of the following is an example of an incident? a. an error message b. a user request to reset a password c. a standard change d. corrupt files
A
Incident management, problem management, request fulfillment, and access management are examples of _____. a. processes b. procedures c. functions d. groups
True
One of the challenges facing today's service desks is integrating the various tools, such as automatic call distributors, e-mail response systems and Web-based systems, needed to capture data.
True
Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house.
B
Posing a question or problem to a large group of people via Facebook or Twitter in an effort to quickly receive an answer is an example of ___________. a. swarming b. crowsourcing c. outsourcing d. anytime support
A
Results that customers consider reasonable or due to them are called _____. a. expectations b. service levels c. value d. perceptions
True
Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.
True
Supporting personally-owned mobile devices is challenging for service desks. As a result, service desks are helping to define standards in terms of what devices and applications best serve the needs of users and ensure the security of corporate data assets.
True
The goal of a multi-level support model is to have the service desk resolve as many incidents as possible at level one.
B
The term referring to the wide range of services that enable people and companies to continuously use the information technology they acquired or developed is known as ___________. a. customer support b. technical support c. user support d. support services
C
What is the number one reason that customers choose to do business with another company? a. They are dissatisfied with the product b. They formed new relationships c. They felt an attitude of indifference d. They moved away
False
Technical skills are the most important of the principal service desk skills needed for an analyst to be successful.
C
What is the importance of a customer service value chain? a. It illustrates that whether a service desk is supporting internal or external customers that analysts must focus on providing excellent customer service. b. It shows the flow of activities that should be followed by service desk analysts to provide value to all customers, whether they are internal or external c. It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers. d. All of the above
A
What is the most expensive component of a service desk? a. people b. processes c. a standard change d. software bugs
True
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.
C
Which are used by many web sites to identify users and track their preferences? a. tracers b. incidents c. cookies d. usernames
A
Which is a primary characteristic of a world class company? a. It achieves and sustains high levels of customer satisfaction. b. It has customers all over the world c. It provides 24x7 support d. All of the above
B
Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer? a. cost b. value c. customer service factor d. expectations
A
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? a. customer support b. product support c. technical support d. user support
D
Which types of skills include managing stress and time and continuously learning new skills? a. organizational skills b. time management skills c. soft skills d. self-management skills