CH 2 A Guide to Computer User Support for Help Desk and Support Specialists

Which of these is not a recommended incident management strategy for support agents?

a.) Ask goal-directed diagnostic questions

b.) Don't admit that you're wrong or don't know

c.) Say thanks

d.) Teach user self-reliance

b.) Don't admit that you're wrong or don't know

A support agent should aim to use language that is ____ the language the user uses.

a.) slightly above

b.) at the same level as

c.) slightly below

d.) None of the above

c.) slightly below

A support agent who feels that a user needs substantial assistance with the organization of files on their PC should ____.

a.) indicate how upset they are with the user's file organization

b.) tell the user how to straighten out the user's file organization

c.) point the user to useful information about file organization

d.) intimidate the user into changing their file organization

c.) point the user to useful information about file organization

A user's first impression of a support agent comes from the ____.

a.) solution to the problem

b.) incident script used

c.) tone and style

d.) incident greeting

d.) incident greeting

Which type of nonverbal behavior is suggested for effective voice quality?

a.) use inflection to add interest

b.) speak at a normal pitch

c.) use a warm, upbeat tone of voice

d.) all of these

d.) all of these

When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.

a.) you will research the question and get back to the user

b.) you don't know and nobody else does either

c.) the question isn't as important as other questions

d.) to call back later when a different agent is available

a.) you will research the question and get back to the user

A feature of a website where discussions are posted by members of a user community is called a ____.

a.) blog

b.) user forum

c.) chat room

d.) twitter

b.) user forum

Incidents that involve complaints ____.

a.) should be terminated as soon as possible

b.) are likely from angry and frustrated users

c.) are a valuable source of feedback and suggestions about products

d.) should be escalated immediately to experienced support staff who know how to handle them

c.) are a valuable source of feedback and suggestions about products

A website that contains large numbers of misspelled words and grammatical errors fails which of these general criteria ____.

a.) content

b.) organization

c.) format

d.) mechanics

d.) mechanics

Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.

a.) Web 2.0

b.) a thread

c.) a blog

d.) Web 3.0

b.) a thread

Analysis and evaluation of a user's message is likely to occur during which type of listening?

a.) discriminative

b.) comprehensive

c.) critical

d.) relational

c.) critical

The most effective strategy for using a script is to ____.

a.) read the script verbatim to the user

b.) restate the script in your own words

c.) memorize the script

d.) use the script only when needed

b.) restate the script in your own words

Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.

a.) too slow

b.) about the right speed

c.) too fast

d.) none of these

c.) too fast

A script to handle a support incident has ____.

a.) a single sequence of questions and dialog from beginning to end

b.) a sequence of questions with one decision point

c.) several sequences of questions with multiple decision points or paths

d.) None of the above

c.) several sequences of questions with multiple decision points or paths

Effective communication skills are based primarily on a support agent's ability to ____.

a.) listen and read effectively

b.) understand a user's problem

c.) communicate solutions to a user

d.) any of these

d.) any of these

The Myers-Briggs Type Indicator (MBTI) measures ____.

a.) customer service ethic

b.) personality and work style preferences

c.) nonverbal behavior

d.) user self-reliance

b.) personality and work style preferences

Dissatisfied clients are more likely than satisfied clients to ____.

a.) resolve support incidents quickly

b.) contact the help desk repeatedly for assistance

c.) resolve support incidents at a low tier

d.) convey a positive business image to other users

b.) contact the help desk repeatedly for assistance

Which type of nonverbal behavior is the least effective posture for support agents?

a.) an open stance

b.) face the user

c.) establish eye contact

d.) fold arms

d.) fold arms

Which of these is not one of the four goals of incident management?

a.) Make the user more self-reliant

b.) Complete the incident in the least amount of time possible

c.) Manage stress levels for both user and support agent

d.) Provide the user with the information he or she needs

b.) Complete the incident in the least amount of time possible

"I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don't encounter it again." is an example of ____.

a.) empathy

b.) probing

c.) sincere greeting

d.) nonverbal communication

a.) empathy

Which of these is not a primary strategy for a support organization that aims for customer service excellence?

a.) Treat clients with respect.

b.) Explain to clients what they can do for them.

c.) Return calls to clients when promised.

d.) Meet all of a client's demands.

d.) Meet all of a client's demands.

Excellent customer service in a support organization is based primarily on which of these factors?

a.) The ability to solve user problems

b.) The ability to communicate effectively with users

c.) Both A and B

d.) Neither A nor B

c.) Both A and B

One measure of whether a support agent understands a problem is that they can express the user's problem in ____.

a.) the user's words

b.) the support agent's own words

c.) industry standard vocabulary

d.) None of the above

b.) the support agent's own words