Customer Service Chapter 3

What two things must be done for customers to view voice mail positively?

A Given responce time, Returned call within that time.

List four critical interactions that influence a customer's perception of your professional telephone skills when handling a telephone call.

Answering the Phone, Handling calls, Taking message, Closing a Call

What three things can you do to obtain feedback if your company does not have a monitoring program or it does not conduct customer satisfaction surveys?

Listen actively, ask a co-worker or team leader, ask for feedback

How long should customers be kept on hold?

Never more than 3 minutes, Check back every 60 seconds

Describe four pitfalls of assisting customers with incidents relating to unsupported products.

Undermines the ability of the entire team, wastes time, finding a solution is delayed, Customer expects to be able to call again on product.

How does a VRU obtain information?

Keys in a touch tone phone, Voice Recognition

What is an important point to remember before you put customers on hold?

Let customers decide

Why is it important that calls are handled consistently?

Build Trust, Prepares customers

List four of the capabilities that ACDs provide

Call routing, Queue Placement, Time estimate, Choices

What are four important pieces of information that you should obtain when taking a message?

Caller's name, prefered contact method, time of response, caller's message.

What three pieces of information should you provide or ask when answering the telephone?

Company Name, Your name, Ask question

What is a screen pop?

Customer information screen

Why should you ask customers for the information you need to log calls in the same order every time?

Customer's learn what information to give.

What can you learn from customer satisfaction surveys?

Customr's perceptions, Service desk performance, improvement opportunities, individual performance, training needs

Briefly describe the differences between hot, warm, and cold transfers.

Hot stay on the Line, Warm on line until not longer needed, Cold wrong numbers and Ineligible service.

A VRU integrates with another technology to do what? Provide one example.

Obtain information, perform a function, ID# to verify service entitlement.

What do professional telephone skills ensure?

Prompt, Courteous, and Consistent Service

List the seven steps you should follow when closing a call.

Recap, repeat, time of completion, share information, ask if anything else can be done, Thank the customer, Let customer hang up first.

Describe the benefits of VoIP in a service desk setting.

Reduced Costs, Integration, Analyst Mobility

How can scripts be used by service desk analysts?

Resolving Incidents, Positive way to say No, Customer perception of consistent serviced

How is skills-based routing different from normal ACD routing?

SBR Matches incident with analyst, ACD Incident with next available

List four factors that influence the telephone technologies used by a service desk.

Service Desk Size, Company's Goals, Company's business, Customer Expectations

What are two techniques you can use before you answer the telephone to ensure you are ready?

Smile, take a deep breath

List two ways you can improve your telephone skills through self-study.

Take refesher courses, training programs

Describe three of the benefits that service desk analysts receive when telephone technology is implemented properly.

Time away from phone, reduced call volume, name of caller

Why are service desks able to deliver high-quality support for supported (versus unsupported) products and services?

Training on supported products and services.

True or False. It is acceptable to use a customer's first name. Explain your answer.

Yes, After given premission

Do you need to log customer incidents and service requests that are received via voice mail and fax?

Yes, you need to log incidents and requests.

When there is more than one person in the service desk, why should you avoid encouraging customers to speak with only you?

You can't be there all the time.

How might customers respond when analysts handle calls inconsistently?

feel uncomfortable, begin to mistrust responses