CSS160 3&5

Thanks Alex

According to Help Desk Institute's 2013 Support Center Practices and Salary Report, more than what percentage of companies use voice mail to take after-hours calls?

51%

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 or FALSE

False

A speakerphone allows several people to participate in a call at the same time without the telephone receiver being held. TRUE or FALSE

True

A workaround is considered the final resolution to an incident; once it is implemented, and the customer is happy, the call should be closed. TRUE or FALSE

False

If a customer leaves a voice mail message for the service desk, an 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 or FALSE

TRUE

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 or FALSE

True

ITIL defines ____ as the effect an incident is having on the business.

impact

____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance.

Monitoring

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. TRUE or FALSE

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 or FALSE

True

Typically, impact and priority combine to determine the urgency of an incident. TRUE or FALSE

False

What is the service provided by a local phone company that identifies the telephone number of the person calling?

caller identification

Which is appropriate when putting a customer on hold?

Tell the customer approximately how long to expect to be on hold.

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 or FALSE

True

When handling a customer’s incident or service request 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. TRUE or FALSE

False

When using an ACD, which state indicates that the analyst is ready to take calls?

available

Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support?

skills-based routing

Which 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.

Which is true about Voice over Internet Protocol (VoIP)?

VoIP makes it easy for companies to link local service desks and analysts working at home.

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue?

warm transfer

A good service desk motto to remember is, “Keep the customer informed, keep the customer!” TRUE or FALSE

True

An analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down. TRUE or FALSE

False

Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully. TRUE or FALSE

True

Finding humor in a stressful situation is an excellent stress-coping machanism. TRUE or FALSE

True

If an analyst doesn’t understand why a customer is upset, he should try to determine why before trying to resolve the incident. TRUE or FALSE

False

If you cannot restate the customer’s incident in his own words, it is acceptable to ____.

paraphrase the incident and ask the customer to verify your understanding of the situation

Is it important to know who is at fault in difficult customer situations, so they can be prevented in the future. TRUE or FALSE

False

One way to improve your ability to provide good service is to pay attention when you are the customer. For example, how does it feel to talk to an analyst who seems overworked or tired? TRUE or FALSE

True

Positive picturing is the act of using mental pictures to influence your thinking in a positive way. TRUE or FALSE

False

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

To understand customer behavior, you must strive to sympathize with what customers are experiencing. TRUE or FALSE

False

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

linear thinking

What do many service desks use to set customer expectations?

SLAs

What should you do when you are listening actively to an irate customer describing his incident or complaint?

Listen for the central theme of the customer’s incident or complaint.

Try not go get bogged down by angry words or exaggerated statements

Let the customer know that you will do all that you can to help.

All of the above.

When a person becomes extremely angry, the left side of the brain takes over. TRUE or FALSE

False

When dealing with irate customers, it is important to pay attention to what is being said and why it is being said. TRUE or FALSE

False

Whether you are interacting on the phone or face-to-face, the customer will most likely notice if you exhibit symptoms of being upset or angry. TRUE or FALSE

True

Which calming technique also helps you keep up your energy and retain a positive attitude?

Taking a deep breath.

Which is the first step when handling difficult customer situations?

Get focused.

Which is true about the left and right sides of the brain?

In most people, one side of the brain is dominant.

Left-brained people must learn to acknowledge emotion.

Right-brained people may tend to become emotional fairly quickly in a difficult situation.

All of the above.

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. TRUE or FALSE

False

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

Voice over Internet Protocol is an automated form of taking messages from callers. TRUE or FALSE

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 or FALSE

TRUE

Where are criteria for determining impact, urgency, and priority defined?

Service Level Agreements

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 or FALSE

True

What kind of survey involves calling a customer and asking for feedback on an incident that the service desk recently solved?

event-driven survey

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 or FALSE

True

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?

cold transfer

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 or FALSE

True

What kind of transfer is synonymous with a conference call?

Hot transfer

____ defines the relative importance of an incident and determines in which order incidents are handled.

Priority

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. TRUE or FALSE

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. TRUE or FALSE

False

When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers.

best effort

Off-the-shelf products are personal computer products that are developed and distributed commercially. TRUE or FALSE

TRUE

An estimated fix time is the time frame within which the support organization is expected to resolve an incident. TRUE or FALSE

False

Which is true about a VRU?

It allows the collection of a unique identifier and then verifies something about the customer.

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

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. TRUE or FALSE

False

Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly. TRUE or FALSE

True

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. TRUE or FALSE

False

Which is true about unsupported products?

Analysts should exhibit a "can do" attitude when faced with unsupported product

Which is true of ACD systems?

They determine what calls an analyst receives

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 or FALSE

True

What does the acronym ACD stand for?

Automatic Call Distributor

Incident surveys are customer satisfaction surveys that ask customers for feedback on a single, recent incident. TRUE or FALSE

False

Which statement is correct?

Customers can perceive voice mail negatively if they are not given an idea of when the call will be returned.

Service desks that respond to calls in a consistent manner are perceived as more professional than those that do not. TRUE or FALSE

True

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%

While a service desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations. TRUE or FALSE

True

It is important to remember that difficult customer situations are the exception, not the rule. TRUE or FALSE

True

A positive attitude is a key characteristic of professionalism, and your attitude is your choice. TRUE or FALSE

True

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

False

It is important to restate the customer's situation and gain agreement prior to working on the incident because fixing the wrong incident or failing to resolve it in the time frame the customer expects will just make the situation worse. TRUE or FALSE

True

People experience the same degrees of anger and become angry at the same rate. TRUE or FALSE

False

If a previously unhappy customer seems to be happy when you complete a contract, you can assume that you have regained that customer's trust. TRUE or FALSE

False

Whether you are left- or right-brained, you must still be able to maintain control of your ability to think logically. TRUE or FALSE

True

Self confidence is the act of using words to influence your thinking in a positive way. TRUE or FALSE

False

When facing a difficult customer situation, use positive self-talk to remind yourself that you cannot take the situation to personally. TRUE or FALSE

True

If you are upset after a call, it is likely that the customer may still be upset. You should inform your supervisor or team leader so that they can determine what, if any, additional steps should be taken to satisfy the customer. TRUE or FALSE

True

How you respond to difficult customers during the early moments of your conversation typically doesn't influence their perception and willingness to work with you. Customers are usually willing to work with any analyst, rather than to wait on hold. TRUE or FALSE

False

Which is true about customers?

Some customers may teach analysts a thing or two.

Some customers may collaborate with an analyst to resolve an incident.

Some customers may be unrealistic and insist that analysts resolve their needs as soon as possible.

All of the above

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.

Best practice frameworks such as ___________ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations.

ITIL

What does "letting a customer vent" mean?

Let the customer state any points he has written down.

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

Restate the situation and gain customer agreement.

What should you do when you are listening to an irate customer describing his incident?

Take notes and be prepared to restate the customer's incident or complaint.

Nod your had or use a verbal nod of the head to let the customer know you are listening.

Incorporate encouraging verbal phrases at appropriate points in the conversation.

All of the above

Which is true when handling difficult email messages from customers?

If you are in doubt about the appropriateness of your response, have a coworker or manager review both yours and the customer's email.

Which is true about irate customers?

Some customers will become irate even if you have done your very best.

Your challenge is to ensure that your actions do not drive customers to their irate state.

When dealing with angry or abusive customers, which is the best course of action?

Be aware of your company's policies regarding these types of issues.

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

follow-through

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of ___________.

follow-up

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

versatility

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

sipping water

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

breath in through your nose

Which is an example of using positive imagery?

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

Which is true about using calming techniques to handle difficult situations?

Difficult situations arise outside of work too, practice calming techniques whenever the opportunity arises.

Review a difficult call at a later time to see how you could have handled it better.

Role-play a difficult situation with another analyst.

All of the above

Which will help you to unwind after a stressful situation?

nuts