Question 1

Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.

Accepted Answer

True

Question 2

Customer satisfaction with a support incident is more directly related to the solution to a problem than to the communication skills a support agent uses.

Accepted Answer

False

Question 3

Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communication with users.

Accepted Answer

False

Question 4

Communication is a two-way process that involves both listening and responding.

Accepted Answer

True

Question 5

Communication is a one-way process that involves an effective transmission from sender to receiver.

Accepted Answer

False

Question 6

A customer service ethic is an organization-wide philosophy that the customer is always right.

Accepted Answer

False

Question 7

Support staff should return a telephone call when promised, even if no progress has been made on a problem.

Accepted Answer

True

Question 8

Of the three essential communication skills, listening comes before understanding and responding.

Accepted Answer

True

Question 9

In discriminative listening, a support agent\'s purpose is to learn about the user, such as his or her knowledge level.

Accepted Answer

True

Question 10

purpose of comprehensive listening is to develop a rapport with a user.

Accepted Answer

False

Question 11

In order to educate users, a support agent should use technical terms and explanations in communications with users.

Accepted Answer

False

Question 12

Empathy means a support agent takes ownership and responsibility for a user\'s problem.

Accepted Answer

False

Question 13

A support agent who can empathize with a user is one who understands the problem or question from the user\'s point of view.

Accepted Answer

True

Question 14

A common barrier to effective listening is asking probing questions to get additional details about a problem.

Accepted Answer

False

Question 15

One method support agents use to communicate effectively with a user on the telephone is to visualize the user and communicate with the visual image.

Accepted Answer

True

Question 16

To avoid mistakes and misinformation, scripts designed to guide a support agent through an incident should be read verbatim to the user.

Accepted Answer

False

Question 17

Scripts designed to guide a support agent through an incident should ideally be memorized to be effective.

Accepted Answer

False

Question 18

When reading a lengthy, prepared response to a user, the best strategy is to tell the user you are reading a passage to him or her.

Accepted Answer

True

Question 19

Eye contact and facial expression are examples of nonverbal behavior.

Accepted Answer

True

Question 20

Inexperienced support agents tend to speak too slowly when they experience stress during a conversation with a user.

Accepted Answer

False

Question 21

A rising inflection at the end of a sentence communicates that a support agent is unsure or lacks confidence.

Accepted Answer

True

Question 22

Empty phrases, such as \"Now let me see...,\" are effective ways for a support agent to fill pauses in a conversation.

Accepted Answer

False

Question 23

Even in a telephone call, clients can often tell whether a support staff member values the call.

Accepted Answer

True

Question 24

Putting a caller on hold is considered a poor customer service tactic.

Accepted Answer

False

Question 25

Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy.

Accepted Answer

True

Question 26

Support agents develop their own incident management strategy from scratch.

Accepted Answer

False

Question 27

One goal of incident management is to help users be more self-reliant.

Accepted Answer

True

Question 28

A support agent should always be honest in every response to a user\'s questions.

Accepted Answer

False

Question 29

How much information a support agent can divulge to a user is often determined by an organization\'s policies.

Accepted Answer

True

Question 30

Goal-directed diagnostic questions are designed to move a support incident to a successful resolution.

Accepted Answer

True

Question 31

Support staff should always provide the information or services a customer needs, no matter what the request.

Accepted Answer

False

Question 32

Support agents should avoid apologizing to users who have been kept on hold or who have been given the runaround.

Accepted Answer

False

Question 33

One goal of incident management is to give users information about how they should organize their files, improve their personal work habits, and make more effective use of their computers.

Accepted Answer

False

Question 34

The likely result of increased user self-reliance will be to eliminate the need for user support agents as an occupation.

Accepted Answer

False

Question 35

One goal of user self-reliance is to make users change the way they use computers.

Accepted Answer

False

Question 36

Total user self-reliance is probably not achievable, but it is a worthwhile goal.

Accepted Answer

True

Question 37

Factors such as personality type probably have little impact on the working relationship between a support agent and his or her colleagues.

Accepted Answer

False

Question 38

Employers usually hire support agents whose Myers-Briggs personality type is extrovert.

Accepted Answer

False

Question 39

Most support workers and computer users are considered to be a mixture of the personality types on the Myers-Briggs dimensions.

Accepted Answer

True

Question 40

A support agent should work to deny the sense of self-importance of users who are \"power users.\"

Accepted Answer

False

Question 41

A support agent who handles complaints or incidents from angry, upset users should try to move the incident into the problem-solving stage as rapidly as possible.

Accepted Answer

False

Question 42

Most users who are angry or frustrated are personally upset with the support agent.

Accepted Answer

False

Question 43

A blog is a Web site where users who are angry or abusive can go to post complaints about a company\'s products or services.

Accepted Answer

False

Question 44

Designers of customer service Web sites find that since Web site content changes frequently, the design of a Web site is less important than its contents.

Accepted Answer

False

Question 45

A commitment to customer service excellence means the customer is always right.

Accepted Answer

False

Question 46

A comprehensive client service orientation among support staff applies to every staff member, and to every mode of user communication.

Accepted Answer

True

Question 47

ANS: D

Accepted Answer

Effective communication skills are important primarily to support agents who communicate ____.  a.via telephone c.via email  b.face-to-face d.any of these

Question 48

ANS: B

Accepted Answer

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

Question 49

ANS: D

Accepted Answer

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

Question 50

ANS: C

Accepted Answer

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

Question 51

ANS: D

Accepted Answer

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 the support organization can do for them.  c. Return calls to clients when promised.  d. Meet all of a client\'s demands.

Question 52

ANS: C

Accepted Answer

Analysis and evaluation of a user\'s message are likely to occur during which type of listening?  a. Discriminative  b. Comprehensive  c. Critical  d. Relational

Question 53

ANS: C

Accepted Answer

A support agent should aim to use language that is ____ the language level that the user uses.  a. slightly above  b. at the same level as  c. slightly below  d. none of the above

Question 54

ANS: B

Accepted Answer

One measure of whether a support agent understands a problem is that he or she 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

Question 55

ANS: A

Accepted Answer

\"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

Question 56

ANS: D

Accepted Answer

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

Question 57

ANS: C

Accepted Answer

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

Question 58

ANS: B

Accepted Answer

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

Question 59

ANS: D

Accepted Answer

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

Question 60

ANS: D

Accepted Answer

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

Question 61

ANS: C

Accepted Answer

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

Question 62

ANS: C

Accepted Answer

In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop?  a. A call greeting  b. A way to transfer a call  c. A way to hang up on abusive users  d. A dialog to put a call on hold

Question 63

ANS: B

Accepted Answer

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.

Question 64

ANS: A

Accepted Answer

When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.  a. the support agent will research the question and get back to the user  b. the support agent doesn\'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

Chapter 2: Customer Service Skills For User Support Agents – Flashcards

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