question

"Be willing" to a customer may mean _____.

answer

taking ownership of all incidents to closure

question

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

answer

internal

question

Historically, service desks have been ____ centers, in which the budget items required to run the service desk are considered an expense to the company.

answer

cost

question

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

answer

a standard change

question

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

answer

an error message

question

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

answer

processes

question

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

answer

service desk

question

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

answer

expectations

question

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 ____.

answer

technical support

question

What is a service desk?

answer

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

question

What is the importance of a customer service value chain?

answer

It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers.

question

What is the most expensive component of a service desk?

answer

people

question

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

answer

They were dissatisfied with the product.

question

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

answer

Configuration management system

question

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

answer

cookies

question

Which is a primary characteristic of a world class company?

answer

It achieves and sustains high levels of customer satisfaction.

question

Service desk analysts should learn to?

answer

strike all negative phrases from their vocabulary.

question

what is true about best practice frameworks and standards?

answer

Most process-related initiatives are handled as formal projects to ensure that all stakeholders are engaged and that desired outcomes are achieved.

question

Companies who have one centralized, global service desk find it tends to be less costly than

answer

providing follow the sun support.

question

Taking ownership of an incident means

answer

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

question

Operational Level Agreements underpin Service Level Agreements by

answer

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

question

Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer?

answer

value

question

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?

answer

customer support

question

what type of skills include managing stress and time and continuously learning new skills?

answer

self-management skills

question

Why are metrics important to a service desk?

answer

-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

question

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

answer

True

question

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.

answer

False

question

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.

answer

False

question

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.

answer

False

question

true or false. A designated expert is a person who has a high level of experience or knowledge in a particular area.

answer

False

question

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.

answer

False

question

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

answer

True

question

true or false. A process engineer develops and oversees the knowledge management process.

answer

False

question

true or false. Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered.

answer

True

question

true or false. Data that are organized in a meaningful way is known as information.

answer

True

question

true or false. Due to increasingly better technology, the need for technical support has decreased.

answer

False

question

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.

answer

False

question

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

answer

True

question

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.

answer

False

question

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.

answer

True

question

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

answer

True

question

true or false. Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.

answer

True

question

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.

answer

True

question

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

answer

False

question

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.

answer

True

question

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.

answer

True

question

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.

answer

False

question

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

answer

False

question

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.

answer

True

question

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.

answer

True

question

According to this chapter, you and your customers are bilingual; you both speak ____.

answer

business and technology

question

Believing that you can listen to a customer and still pay attention to what is going on around you is an example of ____.

answer

"third ear" syndrome

question

If a customer is very angry, an analyst should _____.

answer

-let him vent Incorrect -use a verbal nod of the head to indicate he is listening -refrain from interrupting him

question

If you are unsure whether a customer understands what you have just said, how should you proceed?

answer

Ask the customer if he would like you to repeat what you have said.

question

One tip mentioned in the active listening portion of this chapter is analysts using ____ to diagnose incidents and methodically identify solutions.

answer

checklists

question

Studies indicate that we ignore, forget, distort, or misunderstand ____ percent of what we hear.

answer

75

question

What does this chapter (chapter 2)suggest to help service desk analysts monitor their facial expressions and posture?

answer

Place a mirror at eye level in the analyst's workspace

question

What is paraphrasing?

answer

Restating information using slightly different words.

question

What is the most common way to build rapport with a customer?

answer

Listen for the customer's name and use it respectfully during the remainder of your conversation

question

When communicating face-to-face, nonverbal qualities make up ____ percent of the conversation.

answer

55

question

When interacting with which type of users should you ask open-ended questions?

answer

passive

question

When is it appropriate to interrupt a customer?

answer

When he is being abusive.

question

Which concept does "Listening is not waiting for your turn to talk" explain?

answer

jumping ahead

question

Which factor most influences customer perception when people are communicating over the telephone?

answer

tone of voice

question

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

answer

aggressive people

question

two benefits of active listening?

answer

-Assisting an analyst in downplaying the urgency of the incident. -Helping an analyst to keep the conversation on track.

question

a common mistake in customer service?

answer

Delivering too much information.

question

what is an effective method of dealing with chatterers?

answer

Avoid encouraging them.

question

an example of a close-ended question?

answer

Is there another printer close by that you can use?

question

two examples of active listening?

answer

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

question

a example of good listening?

answer

Learning the customer's business language

question

an example of passive listening?

answer

simply taking in information and showing little regard for the speaker.

question

What is true about voice pitch?

answer

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

question

Resist the temptation to make assumptions about customers' skill levels based on

answer

their use of jargon, acronyms, and terminology.

question

____ is/are consistently cited as the most important skill(s) for a support person.

answer

Listening

question

true or false. Aggressive people never volunteer opinions or comments.

answer

False

question

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

answer

True

question

true or false. Empathy is one of the 3 critical factors discussed in this chapter that makes up your tone of voice.

answer

False

question

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

answer

True

question

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.

answer

False

question

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

answer

True

question

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.

answer

False

question

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.

answer

True

question

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

answer

False

question

true or false. Listening and empathizing are two of the most basic and important skills that service desk analysts must possess.

answer

False

question

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

answer

True

question

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.

answer

True

question

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

answer

False

question

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

answer

'True

question

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

answer

False'

question

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.

answer

False

question

true or false. Sometimes not asking questions is actually a component of providing good customer service

answer

True'

question

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

answer

True

question

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

answer

True

question

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

answer

True

question

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

answer

True

question

true or false. When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct.

answer

False

question

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

answer

False

question

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.

answer

True

question

true or false. When you acknowledge customers' emotions, you are addressing a basic human need to be heard and understood.

answer

True

question

According to a Help Desk Institute survey, what percentage of companies use voice mail to take after-hours calls?

answer

49%

question

According to the 2009 Help Desk Institute survey, what percentage of its membership indicated that customers request services through the telephone?

answer

98%

question

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

answer

impact

question

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.

answer

wrap-up

question

What does the acronym ACD stand for?

answer

Automatic Call Distributor

question

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

answer

caller identification

question

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

answer

automatic number identification

question

What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period?

answer

overall satisfaction survey

question

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

answer

event-driven survey

question

What kind of transfer is synonymous with a conference call?

answer

hot transfer

question

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

answer

best effort

question

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

answer

available

question

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

answer

Service Level Agreements

question

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

answer

skills-based routing

question

what is a benefit of CTI?

answer

Facilitating fax server transmissions.

question

what is appropriate when a customer asks to speak to an analyst who is unavailable?

answer

Inform the customer that the analyst is unavailable and ask if you may help the customer

question

what is true about a VRU?

answer

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

question

what is true about unsupported products?

answer

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

question

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

answer

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

question

what is true of ACD systems?

answer

They determine what calls an analyst receives.

question

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

answer

cold transfer

question

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

answer

warm transfer

question

Customers can perceive voice mail negatively if

answer

if they are not given an idea of when the call will be returned.

question

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

answer

Priority

question

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

answer

Monitoring

question

true or false. 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.

answer

True

question

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

answer

True

question

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

answer

False

question

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

answer

False

question

true or false. 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.

answer

False

question

true or false. 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.

answer

False

question

true or false. 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.

answer

False

question

true or 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.

answer

True

question

true or false. 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.

answer

True

question

true or false. If all analysts are busy, most phone systems place the customer in a queue and play a message indicating that all analysts are busy.

answer

True

question

true or false. 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.

answer

True

question

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

answer

False

question

true or false. 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.

answer

True

question

true or false. Off-the-shelf products are personal computer products that are developed and distributed commercially.

answer

True

question

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

answer

True

question

true or false. 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.

answer

False

question

true or false. 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.

answer

False

question

true or 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.

answer

True

question

true or false. 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.

answer

True

question

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

answer

True

question

true or false. Typically, impact and priority combine to determine the urgency of an incident.

answer

False

question

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

answer

False

question

true or false. 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.

answer

True

question

true or false. When handling a customer's incident 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.

answer

False

question

true or 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.

answer

False

question

A ____ is software used to manage the content of a Web site.

answer

content management system

question

A(n) ____ is a Web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site.

answer

extranet

question

A(n) ____ is a Web site that cannot be accessed by the general public.

answer

intranet

question

Clicking what might open a pop-up window with a definition, instructions, or a still picture?

answer

hyperlink

question

E-mail is typically used to do which of the following?

answer

Conduct satisfaction surveys

question

If one resolution can be used to solve many incidents or service requests, it is referred to as a ____.

answer

one-to-many relationship

question

In which instance will customers most likely use IM technology?

answer

When they have questions that need to be answered before they order a new product.

question

Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage.

answer

style guide

question

Today, service desk analysts are relied upon to do what?

answer

Develop procedures that can be used by customers.

question

What is a form?

answer

A predefined document that contains text or graphics users cannot change and areas in which users enter data.

question

What is a template?

answer

A predefined item that can be used to quickly create a standard document or e-mail message.

question

Which is a factor that is causing companies to look more closely at using chat to communicate with customers?

answer

--Reducing the overall cost of delivering support. --Increasing the efficiency of analysts through the use of simultaneous chat sessions. --Satisfying and retaining customers who demand alternatives to the phone.

question

what self-service is typically offered via a Web site?

answer

--A solutions database that customers may use to solve incidents on their own. --Online forms to submit incidents and service requests. --A link to live text chats with service desk analysts.

question

Which is an example of a technology used to enable self-service for customers?

answer

Using Web technology to order a product.

question

Which is correct when writing e-mails to customers?

answer

Use a meaningful subject line.

question

what is true of online chat and IM?

answer

They are instantaneous.

question

Try to strengthen the impact of your writing by saying

answer

how good, how bad, or how fast something is, instead of just saying that something is good, bad, or fast.

question

Which of the following uses everyday language to ask users questions and interpret their answers?

answer

CBR

question

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution?

answer

decision trees

question

type of narrative is commonly used in technical writing?

answer

third-person

question

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations?

answer

requirements report

question

Who is responsible for maintaining a knowledge management system?

answer

a knowledge engineer

question

Why are knowledge management systems beneficial to service desk analysts?

answer

They help improve analysts' problem-solving skills.

question

____ is a uniquely human characteristic and generally deals with the future.

answer

Wisdom

question

____ is the application of information along with people's experiences, ideas, and judgments.

answer

Knowledge

question

true or false. A feasibility report explores the viability, risks, and benefits of a proposed project such as implementing a new system or offering a new service. It also explores possible alternatives.

answer

False

question

true or false. A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries.

answer

False

question

true or false. A procedure is a step-by-step detailed set of instructions that describes how to perform a task.

answer

True

question

true or false. Accurately recording incidents in the incident management system is increasingly important, as service desks are now providing their customers with the ability to check the status of outstanding tickets.

answer

True

question

true or false. Case-based reasoning is a searching technique which can include search operators and connecting words such as AND, OR, and NOT.

answer

False

question

true or false. Fuzzy logic is a good searching technique to use when conflicting information exists or no match is present.

answer

True

question

true or false. Good writing skills are no more important for service desk analysts today than they were ten years ago.

answer

False

question

true or false. Information are raw facts that are not organized in a meaningful way.

answer

False

question

true or false. It is important to remember that although e-mail is an easy way to communicate with customers, it does not provide many of the capabilities that an incident management system provides.

answer

True

question

true or false. Like e-mail, IM allows you to send a message even if a recipient is not online.

answer

False

question

true or false. Most successful service desk analysts develop one type of writing that is appropriate for the skill and education level of all of their customers, coworkers, and management.

answer

False

question

true or false. One advantage of service desks developing standard resolution formats is that it allows analysts with varying skill levels to obtain information at the level of detail that they need.

answer

True

question

true or false. One best practice to follow when improving your writing skills is to always use the passive voice.

answer

False

question

true or false. Over the next few years, Internet, e-mail, and IM technology will become more popular and will replace the phone as the primary means for a customer to contact the service desk.

answer

False

question

true or false. Since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers.

answer

False

question

true or false. Since readers want to acquire information quickly, use numbered sequences or lists arranged in a logical order when writing technical documents.

answer

True

question

true or false. Since resolving an incident via e-mail typically takes two to three exchanges, service desk analysts must use common sense when communicating with customers via e-mail.

answer

True

question

true or false. Symbols, such as "*" , used to convey feelings are called emoticons.

answer

True

question

true or false. The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found.

answer

True

question

true or false. Typically, customers benefit from self-services, while service desk analysts do not.

answer

False

question

true or false. When creating a FAQ, phrase the question in the way that customers do when they contact the service desk; then explain the answer in language that customers can understand.

answer

True

question

true or false. When entering data into text fields in an incident management system, standard terms for words are not necessary. As long as you use synonyms (i.e., monitor, screen), other analysts will understand what you mean.

answer

False

question

true or false. When using e-mail, IM, and chat messages to communicate with customers, service desk analysts should be as clear and concise as possible and messages should convey a positive, friendly tone.

answer

True

question

true or false. When writing for a global audience, it is best to avoid acronyms, which are groups of words whose meanings are different than the meanings of the individual words.

answer

False

question

true or false. When writing technical documents, varying word choice is appropriate, as the variety keeps the reader focused on the information being given.

answer

False

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