Final Exam

What is the percentage of incidents an analyst resolved compared to the total number of incidents that an analyst handled during a given time period?

Resolution percentage

To win over a difficult customer, what should an analyst do?

Restate the situation and gain customer agreement.

Entries such as assigned, awaiting parts, and resolved, are considered what kind of data?

Status

Which type of data would most likely be used to report on the status of outstanding problems?

Status

True or False? Whether you are left- or right-brained, you must still be able to think logically.

True

True or False? While a help desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations.

True

In Chapter 6, Bill Rose discusses the four levels of learning. He places the power users, who are often impatient and resent being asked questions, in which group?

Unconscious competence

True or False? Typically, companies strive to place most of the emphasis on tangible, rather than intangible, goals.

False

True or False? Typically, people with strong technical skills are assigned the role of project manager, because they also have strong managerial skills.

False

True or False? You should not delay resolving a conflict, even if the other person is highly upset or angry.

False

What is the term used when a customer wants to have his pc moved?

Request

What do many help desks use to set customer expectations?

SLA's

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

Acknowledge the fact that the customer is upset.

What should you do when you are listening actively to an irate customer describing his problem? Part 2 A. Listen for the central theme of the customer's story or call. B. Try not go get bogged down by angry words or exaggerated statements. C. Let the customer know that you will do all that you can to help. D. All of the above

D. All of the above

When is customer notification appropriate? A. If the target resolution time will not be met. B. If the customer was dissatisfied with earlier solutions. C. If the problem has a high severity and justifies frequent status updates. D. All of the above

D. All of the above

Which is a reason that technical support lends itself to a team setting? A. The sheer number of available products. B. The need for business knowledge. C. The need to use resources efficiently and effectively. D. All of the above

D. All of the above

Which is considered a project? A. installing a new computer B. moving an office C. creating a set of new FAQs D. All of the above

D. All of the above

Which is true about the left and right sides of the brain? A. In most people, one side of the brain is dominant. B. Left-brained people must learn to acknowledge emotion. C. Right-brained people may tend to become emotional fairly quickly in a difficult situation. D. All of the above

D. All of the above

Which is true about using calming techniques to handle difficult situations? A. Difficult situations arise outside of work too; practice calming techniques whenever the opportunity arises. B. Review a difficult call at a later time to see how you could have handled it better. C. Role-play a difficult situation with another analyst. D. All of the above

D. All of the above

Which might be included in a course of action? A. consulting online resources B. escalating the problem to a level two service provider C. using tools to further diagnose the problem, identify a solution, or implement a solution D. All of the above

D. All of the above

Which is true about the relationship between time and stress management skills?

Decisions that result in wasted time can lower self-esteem and increase stress.

Which is true when coping with deadlines?

Do not put off tasks until the last minute.

During the forming stage of a team, who will push the team to set high standards?

A challenger

True or False? People experience the same degrees of anger and become angry at the same rate.

False

True or False? One of the ways that customer data is used is to monitor SLA attainment.

False

Which is true about conflict?

1. Conflict can arise as a result of the stress that is inherent in a help desk setting. 2. Conflict is a normal part of human interaction and when approached positively, can produce creative and innovate results.

Which is true about feedback?

1. Employees must provide feedback to other employees. 2. Employees must provide feedback to supervisors and team leaders. 3. Supervisors must provide feedback to employees.

Which is a key factor that affects how people respond to stress?

1. How much control a person has over a stressor. 2. Whether or not a person chooses to be exposed to a stressor.

Which is true about stress?

1. Too little stress can lead to boredom. 2. Too much stress can lead to anxiety and panic.

Labor and benefits usually represent how much of a help desk's overall costs?

60 % to 80%

According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems?

75% - 90%

What is a report that describes the business reasons that a change is being considered?

A business case

What is a call where the caller hangs up before the analyst answers?

An abandoned call

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

An oval

Which is an intangible characteristic? A. customer satisfaction B. employee satisfaction C. Both A and B D. None of the above

C. Both A and B

Which is true about irate customers? A. Some customers will become irate even if you have done your very best. B. Your challenge is to ensure that your actions do not drive customers to their irate state. C. Both A and B D. None of the above

C. Both A and B

Which is true? A. Ultimately, customers prefer that problems be prevented. B. The problem management process ensures that customers and managers are proactively kept informed about the status of problem resolution activities. C. Both A and B D. None of the above

C. Both A and B

Which would most likely be used to link customer records to problem records?

Customer number

What should you do when you are listening actively to an irate customer describing his problem? A. Take notes and be prepared to restate the customer's problem or complaint. B. Nod your head or use a verbal nod of the head to let the customer know you are listening. C. Incorporate non-intrusive verbal phrases at appropriate points in the conversation. D. All of the above

D. All of the above

Which is important in today's world?

Develop project management skills.

Which is true about teams?

Each of the team player styles discussed in this chapter serves a purpose and stands out in different times during the stages of a team's growth.

True or False? All projects require a team.

False

True or False? Asking for help from teammates is a sign of incompetence and should be avoided.

False

True or False? Drinking soda or coffee or eating chocolate can help you sustain your energy level and maintain an even temperament.

False

True or False? If a previously unhappy customer seems to be happy when you complete a contact, you can assume that you have regained that customer's trust.

False

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

Flowchart

According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict?

Forming

What are measurable objectives that support the help desk's mission called?

Help desk goals

What is a synonym for problem management?

Incident Management

What are measurable objectives for people that support the help desk's mission called?

Individual performance goals

Which is typically not included in problem management?

Installing new software

What should you remember when faced with conflict?

It is better to keep to the issues of the discussion.

Which is true about a Basic Problem-Solving Checklist?

It should be developed with the assistance of level two analysts.

What is something you should do when you are new to a team?

Learn the lingo or vocabulary of the new team.

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

Learning to respond, not react

What does "letting a customer vent" mean?

Let the customer state any points he has written down.

Which is true when developing working relationships with teammates?

Listen actively to your teammates, as you would to your customers.

According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities?

Norming

Which is true about a presentation's objective?

Objectives enable you to set and manage your audience's expectations.

Which has the highest cost per contact?

Phone

What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group?

Team player

True or False? Success in today's business world belongs to the people who embrace change and who are ready and willing to reinvent themselves as needed to contribute to the company's goals.

True

True or False? A great way to reduce stress associated with a large task is to switch to a smaller, less stressful task.

True

True or False? Customers form opinions of the entire company or department based on their interactions with the help desk.

True

True or False? Most successful teams are made up of players who have unique skills and exhibit varying approaches to teamwork.

True

True or False? Studies indicate that a high percentage of technical problems are recurring.

True

True or False? When trying to provide good customer service, it is important to remember that even bad news is better than no news at all.

True

When is management notification appropriate?

When the required resources are not available to determine or implement a solution.

When trying to calm yourself by taking a deep breath, what should you do?

breathe in through your nose

What is a common injury that affects the hands and wrists and is linked to repetitious hand movements, such as typing on a keyboard?

carpal tunnel syndrome

An analyst calling a customer to say that he is going to be late arriving at the customer's site is an example of _____.

follow-through

Working for a nonprofit company that lacks financial resources or working for a start-up company that lack the infrastructure and discipline found in mature companies can be considered what kind of stressors?

institutional stressors

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

linear thinking

For stress to be a positive part of life, it must be _____.

managed

For large projects, you should create a _____, which is a task-oriented breakdown of the work to be done.

work breakdown structure

Which kind or stressors do you have the greatest ability to influence?

personal stressors

Which kind or stressors may include a tough commute to work or being tired from your physical fitness regimen?

personal stressors

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

sipping water

Which is included in both a detailed and a short problem description?

the actual results a customer is experiencing

According to Charles Darwin, which people survive?

the most responsive to change

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

versatility

What is the system, network, or product that is most likely causing a problem called?

Problem source

True or False? The root cause of a problem can be identified before a solution to the problem is found.

False

True or False? Stress is not normal and should be avoided at all costs.

False

True or False? The first step in the problem solving process is to diagnose the problem.

False

True or False? The most efficient and successful help desks have one person who knows everything about all the products supported.

False

What may factors such as the number of times a problem has recurred, how long a system has been down, or the terms of a customer's SLA influence?

A problem's priority

What is a summary document that describes the project, its objectives, and how the objectives are to be achieved?

A project plan

What is the most important step you can take in terms of coping with stress and avoiding burnout?

Accept responsibility for the stress you are experiencing.

Which is classified as industry knowledge?

Accounting skills

True or False? If you have reported a customer complaint to management once, there is no need to report it again.

False

True or False? It is much more important to care for your physical well-being than it is to care for your mental health.

False

True or False? One of the most important reasons that level two service providers must know how busy the help desk analysts are, is so that level two can correctly set the customers' expectations.

False

True or False? Problem ownership typically means that analysts focus only on the problems they own.

False

Which is true about a BOD?

It should be completed early in the day before an analyst starts taking calls or greeting customers.

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what?

Metrics

The period of time over which the benefits of an investment are received is known as what?

Payback period

According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities?

Performing

Which is a way to improve the ergonomics of your workspace?

Place the keyboard so that your wrists are straight and not resting on a hard surface.

Which type of data would most likely be used to track trends or to search the knowledge base for solutions?

Problem

In the problem management process, what is the term used when a customer needs help using a product?

Question

What is the percentage of incidents an analyst opened back up compared to the total number of incidents closed during a given time period?

Reopen percentage

Which is an example of using positive imagery?

Replacing an image of an angry customer with someone you love.

Which process is performed to determine why problems are occurring so steps can be taken to prevent similar problems from occurring in the future?

Root cause analysis

Which will help you eliminate time robbers?

Suggest constructive ways to make improvements.