question

Communication

answer

a process that involves both listening and responding

question

primarily one way

answer

communication on support websites and blogs

question

customer service ethic

answer

an organization wide commitment; shared by everyone from top management to first line operational staff that client relationships and client satisfaction are the most important aspect of a business

question

totally satisfied customers

answer

six times more likely to purchase additional products from the company during the next 18 months than customers who were just "satisfied"

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just satisfied customers

answer

not that loyal in their future product choices

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customers who had a poor service experience

answer

80% would consider no longer doing business with a company

question

excellent service

answer

Can be more important to clients than product features, price, convenience, or other aspect of a business transaction

question

things dissatisfied clients are more likely to generate

answer

lengthy support incidents repeated callbacks or help desk contacts complaints and ill will that re often communicated to potential clients, which can translate into poor business image and lost sales incidents that need to be rerouted to a higher level support agent or a manager product returns and requests of a refund

question

Characteristics of a support organization that is devoted to a customer service ethic

answer

provide clients with the info, service or solutions they need explain to a client what the staff member can do for him or her if the client's problem cannot be resolved immediately treat clients and potential clients with respect and courtesy communicate to clients how long they are likely to be on hold, how long before a return call or email or how long it may take to provide info to solve a problem return phone calls or emails when promised

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essential communication skills

answer

listening and reading, understanding and responding

question

six different types/purposes of listening

answer

discriminative: learn about the user comprehensive: understand the users message critical: analyze and evaluate the user's message therapeutic: Identify opportunities to provide positive support to the user appreciative: find enjoyment relational: develop rapport with the user

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empathy

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is an understanding of and identification with another person's situation, thoughts, and feelings

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greeting

answer

all support communications begin with this; it can affect the course of the entire interaction with the user; its the ice breaker; sets tone for the remainder of the incident

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script

answer

used to help handle routine aspects of an incident; it is a prepared sequence of statements and questions that covers several important parts of an incident; useful if an incident deteriorates into an argument or other inappropriate communication

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FAQs

answer

frequently asked questions

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nonverbal behaviors

answer

such as facial expression, body language, and the tone and style used in the communication process posture facial expression eye contact gestures distance voice quality

question

personal communication style

answer

the result of decisions an individual makes about how he or she wants to communication; can be polished with some practice in effective communication

question

incident management strategy

answer

a collection of tools techniques and activities that successful support agents use to move through an incident effectively and efficiently, from the initial greeting to the end of the incident it has four goals -provide the user with the information he/she needs -manage stress levels for both the user and the support agent -ensure that the incident progresses from start to finish in an effective and efficient way Make the user more self reliant

question

resources to build on and incorporate in your personal strategy

answer

- organizational policies on incident management and expectations -incident management strategies covered in support agent training programs -observation and imitation of respected and experienced support agents -your personal communication experience and style -feedback from users, coworkers, and supervisors on your incident-management strengths and areas for improvement

question

incident management guidelines

answer

ask goal directed diagnostic questions be honest say "I don't know" when you don't apologize when appropriate say thank you use incident management, not user management techniques teach self-reliance

question

self-reliance

answer

a secondary long term goal; to create this support agents can explain a solution so the user understands the reasons they encountered a problem and how to fix it or when agents refer to relevant documentation where a user can locate additional info about a problem or question (provides a contradiction; help desk wants you to contact them again but also wants you to not need future contacts)

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things clients evaluate

answer

the telephone menu that connects a caller to an agent the length of time it takes for an agent to answer the call initial greeting

question

support websites

answer

a website devoted to providing clients with product info, software downloads, support staff contacts, and a sales channel. they are a cost effective method to communicate with users, but should be designed to be client friendly/has also increased dramatically over the last decade; are cost effective and popular with users and support agents

question

Web 2.0

answer

the development of technologies and web applications that emphasize the social networking aspects of collaboration and communication among communities of users facebook LinkedIn Twitter Google + Wikipedia may include user forum a blog and a chat service

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user forum

answer

a website feature that allows for online discussions among members of a user community

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thread

answer

a commentary on a single topic, with comments posted in date order; organized under forums

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blog

answer

a website feature where an individual posts messages or short articles often inviting interested members of a user community to comment on them

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powerful website development tools

answer

adobe dreamweaver, avenquest WebEasy, and NetObjects Fusion Essentials

question

four general criteria that apply to written communication with users, including support website design

answer

content: provide accurate and up to date product support and contact info organization: the design is critical format: information should be presented in small chunks/ have navigation aids/ menu bars mechanics: basic mechanics of writing is important

question

difficult client

answer

requires special handling strategies because the user is angry, uncommunicative, rude or abusive, or exhibits a variety of other challenging attitudes or behaviors

question

characteristics of difficult client communication

answer

users who complain: talk about organization's products or services instead of describing the problem (try using empathy before going for problem-solving) power users; think they have more tech knowledge (use pronouns such as we) incidents that get off track (try to refocus the process) users who are upset or angry (let them vent, say little, then ask a polite question that refocuses them) users who are abusive (talk until you turn them into an angry user and then a satisfied one)(invite them to use more appropriate and professional language) users who are reluctant to respond (use simple language and try different questions) users who won't stop responding (use behavior that signals the incident is over)

question

power users

answer

those who are technically very knowledgeable or at least think they are, or who believe they warrant special attention or treatment because they have personal connections with significant people in an organization

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conflict

answer

a disagreement that can occur when end users and support staff disagree about problem solving steps, product and service evaluations, or needs assessment project recommendations

question

Dealing with conflict

answer

first strategy: recognize that some conflict is inevitable and not necessarily unhealthy if handled effectively second strategy: recognize and avoid behaviors that do not result in resolving a conflict

question

mediator

answer

facilitator in a conflict situation; usually someone with expertise in training activities and negotiating, have ability to see both sides, remain neutral; should guide a resolution process toward those things that are within a team's or workers ability to change

question

myers-Brigs type Indicator (MBTI)

answer

a personality analysis tool commonly used in business and industry: helps workers understand how users and coworkers view the work world and behave differently in it; the answers to a series of questions about work styles and preferences determine where a worker fits on four basic personality dimensions 1. introvert (I) or Extrovert (E) 2. Sensing (S) versus Intuition (N) 3. Thinking (T) versus Feeling (F) 4. Judging (J) versus Perceiving (P)

question

two most common personality types among IT workers

answer

ISTJ and ESTJ

question

True

answer

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

question

personal communication style

answer

A(n) _____ is a choice each support agent makes about how professional or casual, respectful or condescending, formal or informal, or terse or verbose they will be in their interactions with users

question

greeting

answer

A users' first impression of a support agent usually comes from the:

question

therapeutic

answer

Which listening type focuses on opportunities to empathize with the user and provide positive support

question

discriminative

answer

which listening type focuses on learning about the knowledge level and emotional state of the user?

question

talk to fill awkward silences

answer

Which of these is not a strategy for effective listening

question

eye contact, gestures, distance, voice quality

answer

Nonverbal communication behaviors include posture, facial expression, ________ and ________

question

true

answer

Ture or False? Nonverbal behaviors are often more important than the meaning of words in a communication

question

false

answer

True or False? Empath means a user support agent takes ownership and responsibility for a user's problem

question

we

answer

A support agent should make liberal use of the word

question

the support agent's own words

answer

one measure of whether a support agent understands a user's problem is whether they can express the problem in

question

true

answer

True or False? Of the three essential communication skills, listening (or reading) comes before understanding and responding

question

false

answer

True or False? Scripts designed to guide a user support agent through an incident should be memorized or read verbatim to a user to avoid mistakes

question

greet a caller, transfer a call, terminate a call

answer

A support worker who uses a telephone extensively is likely to need to know how to put a call on hold and _____

question

true

answer

True or False? One of the goals of incident management is to help users be more self reliant

question

agree to any demand a client makes

answer

Which of the following is not a primary strategy for a support organization that aims for customer service excellence

question

never admit that you are not sure

answer

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

question

false

answer

True or False? A successful support worker is one who has learned from experience how to manipulate a user's behavior to make the user more productive

question

false

answer

Ture or False? A customer-service ethic is an organization wide commitment to the concept that the client is always right

question

organization, format

answer

A support website implementer uses four criteria to evaluate a client friendly site: Content, ____, ____, and mechanics

question

thread

answer

A(n) _______ is a way to organize the commentary on a single topic in a discussion forum from oldest to newest, in an easy to follow format

question

mediator, facilitator

answer

A(n) ______ is a neutral participant in a conflict resolution situation who helps participants by training, negotiating, and listening

TCMG 272 Ch 2 – Flashcards

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