Helpdesk Software & Tech Support Review Questions

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

true or false. Service desk analysts must remember that emotional filters can influence their ability to listen effectively.

'True

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

two examples of active listening?

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

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

What is a service desk?

A single point of contact within a company for managing customer incidents and service requests.

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.

Where would you find IT asset information and be able to link it to related incidents, problems, and changes?

Configuration management system

Which is a common mistake in customer service?

Delivering too much information.

Knowing what to say is much more complex than knowing how to say it.

False

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

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 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 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. A process engineer develops and oversees the knowledge management process.

False

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

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 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. 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. Passive listening enables you to determine situations that require management involvement.

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

true or false. Technical skills are the most important of the principal service desk skills needed for an analyst to be successful.

False

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. Today, the service desk is primarily considered a stepping stone to other professions.

False

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. When speaking to customers, you should always use your normal rate of speech.

False

true or false. Service desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.

False'

an example of a close-ended question?

Is there another printer close by that you can use?

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.

a 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

What is true about voice pitch?

Low-pitched voices are associated with someone who is in control.

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.

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

What is paraphrasing?

Restating information using slightly different words.

What is the number one reason that customers choose to do business with another company?

They were dissatisfied with the product.

true or false. A call center is a place where telephone calls are made or received in high volume.

True

true or false. A known error is a problem that has a documented root cause and a workaround.

True

true or false. Communication is the exchange of thoughts, messages, and information.

True

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. Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

True

true or false. Good listeners respond to what is being said and how it is being said.

True

true or false. If you accept information at face value, you are practicing passive listening

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. Listening means making an effort to hear something - paying attention.

True

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. Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house.

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. Studies indicate that we usually listen using about 25% of our listening capacity.

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. 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

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. 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

true or false. When interacting with complainers, empathize but do not necessarily sympathize with the customer's complaint.

True

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

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. 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.

In ITIL, which of the following is an example of a service request?

a standard change

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

aggressive people

In ITIL, which of the following is an example of an incident?

an error message

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

what are used by many Web sites to identify users and track their preferences?

cookies

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

Operational Level Agreements underpin Service Level Agreements by

ensuring that all parties involved in meeting SLA targets understand their respective responsibilities.

Results that customers consider reasonable or due to them are called _____.

expectations

A(n) ____ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees.

internal

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

What is the most expensive component of a service desk?

people

Incident management, problem management, request fulfillment, and access management are examples of ____.

processes

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

ITIL considers the ____ responsible for handling service requests and communications with customers.

service desk

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.

"Be willing" to a customer may mean _____.

taking ownership of all incidents to closure

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

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

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