A Guide to Customer User Support Quiz 2 – Flashcards
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Effective communication skills are important primarily to support agents who communicate____.
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any of these, via telephone, face to face, via email
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Dissatisfied clients are more likely than satisfied clients to ___
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contact the help desk repeatedly for assistance
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Effective communication skills are based primarily on a support agent's ability to ___.
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any of these, listen and read effectively, understand a user's problem, communicate solutions to a user.
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Which of these is not a primary strategy for a supoort organization that aims for customer service excellence?
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Meet all of a client's demands
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Analysis and evaluation of a user's message are likely to occur during which type of listening?
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Critical
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A support agent should aim to use language that is __ the language level that the user uses.
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slightly below
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One measure of whether a support agent undersatnds a problem is that he or she can express the user's problem in ___
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the support agent's own words
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"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 ___
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empathy
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A user's first impression of a support agent comes from the ____
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incident greeting
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A script to handle a support incident has ____
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several sequences of questions with multiple decision points or paths
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The most effective strategy for using a script is to ___.
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restate the script in your own words.
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Which type of nonverbal behavior is the least effective posture for support agents?
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fold arms
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Which type of nonverbal behaviour is suggested for effective voice quality?
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all of these, use inflection to add interest, speak at a normal pitch, use a warm, upbeat tone of voice.
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Inexperienced support agents tend to speak___ when they experience stress in a conversation with a user.
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too fast
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In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop?
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a way to hang up on avusive users
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Which of these is not one of the four goals of incident management?
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Complete the incident in the least amount of time possible
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When a support agent does not know the answer to a question, a good incident management strategy is to tell the user___
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the support agent will research the question and get back to the user
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Which of these is not a recommended incident management strategy for support agents?
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don't admit that you're wrong or don't know
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A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should____
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point the user to useful information about file organization
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The Myers-Briggs Type Indicator( MYTI) measures___
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personality and work style preferences
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Incidents that involve complaints____
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are a valuable source of feedback and suggestions about products.
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Support Web sites that use Web 2.0 technologies differ from earlier support Web sites primarily in ___
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an emphasis on collaboration and communcation among users
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A feature of a Web site where discussions are posted by members of a user community is called a ___
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user forum
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A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?
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Mechanics
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Posts to a user forum with commentary on a single topic, arranged in date order, are called_____
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a thread
