5.0 Process and Procedures

Question 1

5.1.1 Define procedure

Answer 1

A procedure is documented set of steps required to produce a desired result.

Question 2

5.2.1 Define quality assurance (QA)

Answer 2

Quality assurance (QA) is a systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers take place as planned.

Question 3

5.2.2 What are the types of quality assurance practices in a support center?

Answer 3

> Service Quality

> Customer Satisfaction

> Employee Satisfaction

> Monitoring

> Call

• Incident/ Request (ticket/case) monitoring
• Knowledge monitoring
• Email/Chat monitoring

> Maturity Assessments
Service Improvement Plans (SIP)

Question 4

5.2.3 What are the mechanisms for call monitoring?

Answer 4

Live service observations, in which a reviewer sits with the representative and listens in on the call

Remote service observations, in which a
reviewer listens to calls live (the representative is not aware that the call is being evaluated)

-Call recording and evaluation used for
training, providing the representative with
an opportunity to hear how they sound on the telephone and where they can improve

Question 5

5.3.1 Explain the importance of customer satisfaction surveys.

Answer 5

Customer satisfaction surveys allow the support center to:

• Understand the customer’s perception of the products, services, support, and the quality received
• Identify whether customer expectations are being met
• Identify what the customer feels is important
• Define and assist with the development of new products, services, and support offerings based on customers needs
• Identify opportunities to improve support processes, tools, training, and documentation

Question 6

5.3.2 Describe the three most common types of surveys and the importance of each.

Answer 6

1. Ongoing incident surveys:
   Completed as soon as possible after a call is closed.
   -Typically short (e.g., 5-6 questions) and can be completed quickly

• Used to measure the quality of a specific incident resolution
• Used to monitor customer satisfaction between annual surveys and measure the impact of changes to processes, products, or services
  2. Annual or periodic
• Planned and scheduled on a periodic basis (e.g., annually)
• Used to evaluate overall satisfaction levels with the support center’s products, service offerings, and staff
• Used to identify changes to products, services, and processes that customers feel would improve their relationship with the support center and better meet their needs
• Based on the customer’s perception of the company over the last year or period
• Typically skewed to emphasize recent experiences
  3. One-Time Surveys
• Not completed at regularly scheduled intervals
• Conducted for a specific purpose
• Appropriate for evaluating satisfaction levels with current products and service offerings or for identifying changes that customers feel are important

Question 7

5.3.3 What are the methods for distributing and completing satisfaction surveys?

Answer 7

• Email
• Phone interviews
• Internet, Web-based surveys
• in person interviews
• regular mail
• satisfaction follow-up cards left by a service tech
• CTI and ACD systems

Question 8

5.4.1 What is the purpose of the Security Management process?

Answer 8

• Protect information assets against threats
• Assess and mitigate security risks
• Ensure confidentiality, integrity, and availability of the information assets

Question 9

5.4.2 What the the types of security policies

Answer 9

• Unique login name and password parameters
• Password reset requirements
• Reducing the visibility of credit card information
• Blocking access to personal information
• Identification badge requirements

Question 10

5.4.3 What are the types of data that should be protected

Answer 10

• Customer names and IDs
• National ID numbers
• Individual or corporate financial information
• Personal information
• Credit card numbers

Question 11

5.4.4 Explain the importance of reporting security compromises

Answer 11

• Protects the company and the customer
• Identifies the offender and prevents the security breach from occurring again
• Limits the damage that is caused
• Alerts customers to possible security threats
• Helps in the resolution of security incidents
• Enables effective security policies and procedures

Question 12

5.5.1 Explain the purpose of Incident management process

Answer 12

The primary purpose of the Incident Management process is to restore normal service operation as quickly as possible and thus minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined as service operation within service level agreement (SLA) limits.

Question 13

5.5.2 Define Incident

Answer 13

An unplanned interruption to the standard operation of a service, or a reduction in the quality of that service. An Incident can also be the failure of an IT component that has not yet impacted a service - something is broken or not working as expected.

Question 14

5.5.3 List and explain the activities of the Incident Management Process

Answer 14

Incident Identification - incident is reported

Incident Logging — incident is logged and time/date stamped

-Incident Categorization —
incident is classified by type

• Incident Prioritization -priority is assigned based on impact and urgency
• Initial Diagnosis - search for match or Workaround to attempt quick resolution and service restoration

Escalation — a transfer and/or notification to
another team, individual, or management

Investigation and Diagnosis- activities undertaken identify a solution and/or workaround

• Resolution and Recovery- solution is applied and service is restored
• Closing - support center verifies with the user that the incident is resolved and the incident is documented correctly

Question 15

5.5.4 List the value of the incident management process

Answer 15

Incident Management provides value by:

• Minimizing impact to the business for any failures of the infrastructure
• Minimizing downtime for users
• Identifying training requirements for Support Center staff and users

Question 16

5.5.5 Describe the responsibilities of the customer service rep in the Incident Management process

Answer 16

• Perform the process as defined (for their role)
  and at the agreed time frames (service level)

-Serve as a liaison with other groups as necessary
to coordinate the resolution of incidents

Question 17

5.5.6 Explain the purpose of the request fulfillment process

Answer 17

The Request Fulfillment process is designed to deal with service requests (e.g., standard changes from users, Installations, Moves, Adds, Changes (IMAC), How to Questions that are handled by the support center).

Question 18

5.5.7 Define Service Request

Answer 18

request from a user for information, advice, a standard change or access to an IT Service

Question 19

5.5.8 List and explain the activities of the Request Fulfillment process

Answer 19

Request Fulfillment is very similar to the Incident Management process, though Requests are conceptually planned/scheduled, Whereas incidents are typically unplanned.

The activities of Request Fulfillment are:

• Logging requests
• Determining if any other approvals are necessary, if so, forward for approval
• Following appropriate procedures for request (assumes each type of request is defined)

Question 20

5.5.9 List the value of the request fulfillment process

Answer 20

Request Fulfillment provides value by:

-Reducing downtime and cost for users via effective
and efficient fulfillment of service requests

-Prioritizing requests based on business goals/alignment

Question 21

5.5.10 Describe the responsibilities of the customer service rep in the request fulfillment process

Answer 21

Perform all activities within the process as documented

Serve as a liaison with other groups as necessary to coordinate the fulfillment of requests

Question 22

5.6.1 List the best practices for customer management during the incident management process

Answer 22

> Prepare for the call
-Take a deep breath

• Stop working on other tasks and focus
• Get ready to take notes
• Prepare your tone of voice

> Greet the customer

• Provide a salutation
• Identify your support center
• Identify yourself
• Verify the customer’s name and entitlement by asking a closed-ended question
• Ask an open-ended question to begin the problem-solving process

> Resolve the incident

• Assist the customer by resolving the incident, redirecting the call, or escalating
• Close the call

> Summarize the call

• Ask the customer if there is anything else you can do
• Thank the customer
• Allow the customer to hang up first
• Provide documentation to the customer and ensure the information in the service management system is correct

Question 23

5.6.2 Explain the benefits of using the customer’s name during the call

Answer 23

> Sets the tone for the call

> Builds rapport between the representative and the customer

> Contributes to a positive first impression of the rep and the support center

> Serves as a subtle reminder to the caller that you know who he/she is and enables him or her to focus in emotional situations

Question 24

5.6.3 Identify when to use the customer’s formal or informal name

Answer 24

> During formal communication:

• Use the customer’s title and family name
• Use business-oriented terminology and language
• There is little or no social discussion

> During informal communication:

• Do not use titles
• Use the customer’s first name
• Social discussion occurs

Question 25

5.6.4 Identify techniques to keep the customer focused on the resolution

Answer 25

> Use empathetic statements to acknowledge emotion and convey understanding

> Use the customer’s name to gain attention

> Request that the customer complete the steps with you

> Asking closed ended questions to direct the conversation

> Paraphrasing to ensure understanding

Question 26

5.6.5 Identify habits or situations to avoid when interacting with customer

Answer 26

> Asking the customer to repeat information that has already been documented

> Continuing a separate conversation while answering a call

> Expressing negative opinions about other people, teams, or departments

> Background noise

> Eating food or chewing gum

> Extended hold times

> Multiple transfers

> Using acronyms, slang, regional expressions, and terms of endearment (e.g., “honey,” “mate,” and “dear”)

> Being drawn into an argument with a frustrated customer

Question 27

5.6.6 Explain how to use silent time effectively

Answer 27

> Complete your current incident including documentation, investigation, and follow-up

> Build rapport by engaging in informal communication

> Train the customer in order to raise their level of competency

> Review the incident’s history

> Communicate with the customer regarding new releases or new service offerings

Question 28

5.6.7 Describe ways to handle and redirect issues related to non-supported items

Answer 28

> Maintain a positive service attitude

> Explain what services are offered and/or supported

> Provide alternatives to handle non-supported issues

Question 29

5.6.9 List the steps for transferring a call

Answer 29

1. Let the customer know the reason for the transfer and get the customer’s agreement.
2. Ensure that the customer has your name and number in the event the call does not transfer successfully.
3. Place the customer on hold while calling the receiving party.
4. Explain the circumstances of the call and transfer all relevant information so that the customer will not have to repeat him/herself.
5. Verify that the receiving party is able to assist.
6. Connect the customer to the receiving party in a three-way call and introduce the customer.

Question 30

5.6.10 List the steps to closing a call

Answer 30

1. Summarize—use the customer’s name and summarize the incident or service requests resolution. Confirm that the incident/service request has been resolved to the customers satisfaction.
2. Ask if the customer has any other questions
3. Thank the customer—use a standard closing and thank the customer for contacting the support center.
4. Allow the customer to hang up first.
5. Document—provide written confirmation to the customer and update the incident or service request documentation with the appropriate information.

Question 31

5.6.11 List the benefits of customer management

Answer 31

1. Optimized talk time
2. Faster incident resolution times
3. Improved support center productivity
4. Establishing credibility for the support center
5. Increased confidence of the representative
6. Enhanced image of the support center in the mind of the customer
7. Increased level of customer satisfaction

Question 32

5.7.1 Explain the principles of active listening

Answer 32

> Be emotionally and physically prepared to listen

> Do not interrupt

> Pause before replying

> Minimize distractions

> Document and reference notes

> Acknowledge and focus on the speaker with verbal prompts (“yes,” “uh-huh,” etc.)

> Paraphrase for clarification

> Repeat for verification

> Listen for ideas and images, not just words

Question 33

5.7.2 Explain the benefits of active listening

Answer 33

> More effective incident analysis

> More effective response and resolution to the incident or service request

> Increased customer satisfaction

> Established credibility for the representative and the support center

> Optimized call time

> Reduced stress for the representative and the customer

Question 34

5.7.3 Define paraphrasing

Answer 34

Paraphrasing means to repeat what the customer said in your own words in order to:

> Give the customer the chance to agree or disagree with your understanding

> Show the customer that you are listening and that you understand

Question 35

5.7.4 What are the barriers to active listening.

Answer 35

> Pace and rate of speech that is too rapid

> Previous experience with the service support Center or customer

> Background, education, and training

> Accent Language

> Asking the wrong questions

> Using inappropriate terminology

> Background noise

> Conversing about outside distractions such as weather, current events, or illness

Question 36

5.8.1 List strategies for establishing effective customer relationships with customers

Answer 36

> Manage their expectations

> Build rapport

> Be empathetic

> Provide consistent service

> Understand how your systems or technology impacts your customers business

> Publicize the support center’s accomplishments

> Maintain a service attitude

> Meet the customer’s psychological needs first, and then their business needs

> Take ownership

> Display a confident attitude

Question 37

5.8.2 Explain the importance of matching the customers communication style

Answer 37

> Increases comprehension and understanding

> Increases the level of customer satisfaction

> Increases the confidence of the customer in the representative and the support center

> Reduces call time

Question 38

5.8.3 Describe how to match a customer’s communication style

Answer 38

> Understand the customer’s level of proficiency

> Match the customer’s vocal elements, if/when appropriate

> Match the customer’s vocabulary

> Using the same level of technical terminology as the customer

Question 39

5.8.4 Define a filter

Answer 39

A filter is an internal bias or personal viewpoint based on one’s experiences, values, culture, education level, language difference, or geography.

Filters often lead to miscommunication and can affect communication negatively.

Question 40

5.8.5 List the six steps of the communication process

Answer 40

1. Idea/Concept — feelings, emotions, or a motivation to act
2. Encoding — the selection of the appropriate words
   to best express a given thought or concept
3. Transmission — the brain sends a signal to the vocal cords and the mouth to speak
4. Receiving - sound waves are received as electrical impulses by the receiver
5. Decoding - the brain processes the message
6. Interpretation - the most critical step in the process, this is when the person receiving the message puts meaning behind it

Question 41

5.9.1 Define customer differentiating

Answer 41

> 75% of-customer satisfaction consists of meeting the customer’s psychological needs

> Only 25% of customer satisfaction consists of meeting the customer’s business needs

> Unresolved psychological issues can have a negative affect on incident solving and create customer dissatisfaction

Question 42

5.9.2 Define customer compentancy

Answer 42

Customer competency is the customer’s ability to understand and perform a task

Question 43

5.9.3 Describe the four customer competency levels

Answer 43

1. Unconscious Incompetence: This individual neither understands or knows how to do something, nor recognizes the specific area of their deficiency
2. Conscious Incompetence: Though the individual does not understand or know how to do something, he or she does recognize the deficit, without addressing it
3. Conscious Competence: The individual understands or knows how to do something; however, demonstrating the skill or knowledge requires a great deal of concentration
4. Unconscious Competence: The individual has had so much practice with a skill that it becomes “second nature“ and can he performed easily (typically without concentration)

Question 44

5.9.4 Identify ways to adapt to customer competency levels

Answer 44

> Ask open-ended questions initially to gain elaboration as well as an understanding of competency level

> Actively listen to the words used in order to ascertain the customer’s level of technical competency

> Changing your vocabulary to mirror the level of the customers terminology

Question 45

5.9.5 Identify ways to encourage and\or praise incident solving attempts by the customer

Answer 45

> Always focus on positive aspects of steps taken

> Praise their attempts without sounding condescending

> Seek clarification of any misunderstandings

> Relate their actions to ones you have—or would have-taken in similar situations, to validate the customer’s self-esteem and build a feeling of teamwork between you and the customer

Question 46

5.10.1 List the principles of negotiating with a customer

Answer 46

Seek a win-win solution

Determine the customers real need and where they may be willing to concede

Determine what you must achieve and where you are willing to concede

Acknowledge the benefit of the customer’s ideas

Explain the support center’s concerns with the customers proposal

Offer alternatives or compromises

Put yourself in the customers place

Question 47

5.10.2 Explain the difference between assertiveness, aggressiveness and passiveness

Answer 47

Assertiveness:

• Demonstrates knowledge of your rights and the rights of others
• Demonstrates respect for the rights of all
• Is generally the healthiest attitude

Aggressiveness:

• Demonstrates a disregard for the rights of others
• Generally results in confrontation and elevated stress

Passiveness:

• Demonstrates respect only for others’ rights
• Can result in elevated levels of stress

Question 48

5.10.3 List the common customer emotions or actions a representative may have to deal with

Answer 48

• Frustration
• Anger
• Defensiveness
• Acting judgmental
• Irritation
• Impatience
• Ignorance
• Incorrect assumptions

Question 49

5.10.4 Explain the difference between empathy and sympathy

Answer 49

Empathy: identification with and understanding of another’s situation, feelings, and motives.

Sympathy:

1) A relationship between people or things in which whatever affects one correspondingly affects the other,
2) Mutual understanding or affection
3) A feeling or expression of pity or sorrow for the distress of-another;
4) Harmonious agreement/accord.

Question 50

5.10.5 Identify the benefits of demonstrating empathy with the customer

Answer 50

• Increases customer confidence in the support center
• Creates rapport with the customer
• Helps the customer focus and block out distraction
• May result in the customer providing unsolicited, unexpected, and helpful information
• May result in the incident being resolved quicker

Question 51

5.10.6 Identify signs that a conflict is developing

Answer 51

A change in the customer’s rate, volume, tone of voice, or verbiage

The customer becomes withdrawn, gives little or no feedback

The use of words showing emotion such as

• Tired of
• Displeased
• Need
• Frustrated
• Afraid
• “You guys”
• Always
• Never

The use of words indicating priority or severity such as:

• Important
• Critical
• As soon as possible (ASAP)

Question 52

5.10.7 Explain why demonstrating confidence is important

Answer 52

> Establishes credibility

> Encourages repeat customers

> Enhances the reputation of the support center

> Increases customer satisfaction

> Puts you in control of the situation

Question 53

5.10.8 List the techniques for demonstrating confidence over the phone

Answer 53

> Use words that convey assurance

> Speak in a positive tone of voice

> Smile when on the phone :)

> Use your available resources

> Identify the next steps needed for resolution

> Take ownership of the situation

Question 54

5.10.9 Identify techniques to reduce and eliminate conflict

Answer 54

> Active listening

> Let the person vent and refrain from interrupting the customer

> Be empathetic

> Be respectful

> Offer assistance

> Find a resolution or identify the next step

> Remain positive and confident

> Set and manage the customer’s expectations

> Use the person’s name

Question 55

5.10.10 Identify strategies to use when handling an irate customer

Answer 55

> Let the customer vent and do not interrupt

> Do not be drawn into an argument

> Be empathetic

> Recognize that the customers anger is not personal

> Be respectful and polite, but do not let the customer make unreasonable demands

> Offer assistance - recommend creative solutions

> Remain positive and confident

Question 56

5.10.11 Identify strategies to use when handling an emotional customer

Answer 56

> Use the customer’s name to gain focus

> Empathize with the customer

> Get the customer to focus on the incident or service request, not the emotion

> Reassure the customer that this situation is not insurmountable and that you will resolve it together

Question 57

5.10.12 Identify strategies to use when handling a rambling customer

Answer 57

> Wait a reasonable time for the customer to finish, but politely interrupt if the rambling goes on too long

> Acknowledge the customer and the information

> Take control of the conversation by: Using the customer’s name to gain their attention and focus

> Using closed-ended questions to gain specific information

> Tell the customer that you will need to finish the conversation so that you can start resolving the issue

Question 58

5.10.13 List the steps to disengage from a customer who refuses to disengage

Answer 58

> Use closed-ended questions to lead the customer to closure.

> Set the expectation for the next contact.

> Recap the customer’s actions.

> Recap the support center’s actions (i.e., the steps taken)

> Thank the customer and say goodbye. Allow the customer to hang up the phone first.

> Provide the customer with written documentation of the incident.

Question 59

5.11.1 List the reasons for logging all incidents or service requests

Answer 59

> Creates an audit trail of customer interactions

> Provides volume and trending information
for better staffing and scheduling

> Provides call frequency information

> Provides data that can be used to perform root cause analysis

> Provides data for other team members who may be called upon to assist or who may encounter a similar situation in the future

> Provides reusable content for a knowledge base

> Allows the support center to create an information checklist or FAQ

Question 60

5.11.2 Identify what information should be documented for incidents

Answer 60

• The customers name (department, company, or organization)
• The contact name, if different from the customer name
• Contact information (i.e., phone number and e-mail address)
• The business impact and urgency of the issue The priority of the incident or service request
• The customer’s description of the incident or service request
• The environment in which the incident exists
• All information pertaining to attempted resolutions
• Details of the interaction with the customer relating to the incident or service request
• The steps taken during contact with the customer
• The steps that will be taken after contact with the customer
• The next contact date
• The commitments made to the customer

Question 61

5.11.3 List the benefits of documentation, such as spelling and capturing complete thoughts

Answer 61

• Reflects well on the organization and the representative
• Contributes to Knowledge Management by allowing information to be reused without extensive editing
• Demonstrates professionalism
• Provides clarity in the event other support personnel need to work on the incident or service request
• Reduces misunderstandings and distractions

Question 62

5.11.4 List the behaviors to avoid when documenting incidents

Answer 62

Avoid:

• Using acronyms
• Using emoticons, such as :)
• Using slang or regional phrases
• Documenting negative references about customers

Record the facts without adding personal opinions that do not add value. Write as if the customer will read what you’ve written‘

Question 63

5.12.1 Explain creative thinking and why its important for problem solving

Answer 63

Creative thinking is the ability to think “outside the box”. Creative thinking is important for problem solving because it:

• Provides additional perspectives, such as identifying points of failure that may be causing a problem
• Helps identify more options for resolving an issue
• Can improve the ability to meet the unique needs of each customer

Question 64

5.12.2 Explain critical thinking an why it is important for problem solving

Answer 64

Critical thinking is the ability to analyze and critique in order to redesign, remodel and make better. Critical thinking is important for problem solving because it:

• Helps the representative identify points of failure that may be causing a problem
• Aids a representative in identifying weaknesses in a proposed solution, and where it can be made better

Critical thinking requires active listening as well as listening with empathy.

Question 65

5.12.3 Explain the difference between deductive reasoning and inductive reasoning

Answer 65

Deductive reasoning—“focus on the facts” - is a step-by-step approach to solving problems, used when you are familiar with the problem area.

• Based on process of elimination
• Entails taking logical steps

Inductive reasoning—“based on intuition”-is an experimental approach used when the problem is unfamiliar.

• Based on trial and error
• Entails research

Question 66

5.12.4 Explain the difference between open-ended and closed-ended questions

Answer 66

Open-ended questioning:

• Invites elaboration or narrative
• ls intended to draw out information

Closed-ended questioning:

• Seeks “yes,” “no,” or limited responses
• Focuses on the customer
• ls intended to validate or obtain specific information
• Is used to control a conversation

Question 67

5.13.1 Describe escalation

Answer 67

Two types of escalation are possible in a support center

• Functional escalation-moving an incident or service request laterally to a specialist more appropriate to the incident
• Hierarchical escalation -moving an incident or service request upwards to a higher authority

Question 68

5.13.2 Identify when to escalate

Answer 68

Escalating an incident or service request is appropriate when:

You have exhausted your resources.

• You have exhausted your skills, expertise, and available resources, and additional technical expertise is required
• Deskside support is required

The impact of the incident upon the customer’s business is high/critical.

• No existing workaround is available
• The incident or service request has a critical impact on the business

The customer is abusive or demands it.

The SLA dictates an escalation.

-An incident or service request is approaching breach of a service level commitment or exceeds that commitment

Question 69

5.14.1 Explain the importance of keeping the customer informed of changes in the status

Answer 69

Keeping the customer informed of changes in status is important because:

• The customer may provide new information affecting resolution efforts
• By being informed, the customer can plan other activities more intelligently based on the resolution time
• The customer knows that someone is addressing the situation and appropriate resources are being used
• It increases customer satisfaction and manages the customers expectations
• It increases employee productivity due to a reduction in the number of status updates
• It minimizes the incidences of escalation

Question 70

5.14.2 List the steps for providing live status updates to customers

Answer 70

1. Identify yourself and your support center.
2. Specify the incident to which you are referring.
3. Describe the current status of the incident.
4. Mention the next steps or tasks scheduled, the time frame, and the next status update.

(Note: It is not acceptable to say that you will only call when you have found something.)

5. Document tasks that are required of the customer and those that are required of the support center.
6. Set commitment boundaries, using the SLA as an outline

Question 71

5.14.3 Explain the steps for leaving a voicemail status update

Answer 71

1. Leave your name, the date and time of the call, and your contact information (including organization and support center).
2. Provide a reference number.
3. State the purpose of the call.
4. Provide an updated status concerning the incident or service request and reset the customer’s expectations.
5. Describe any action requested from the customer, or provide details on the next steps planned by the support center.

Question 72

5.15.1 Identify the characteristics of a positive service attitude

Answer 72

• Taking ownership of the incident or service request and seeing it through to resolution
• Conveying empathy and a sincere willingness to help
• Maintaining a positive attitude, especially in times of change
• Treating all customers with respect and courtesy
• Listening actively
• Referring to an incident as “ours” rather than “yours”
• Operating within business guidelines while assisting the customer

Question 73

5.15.2 List the benefits of a positive service attitude

Answer 73

A positive service attitude boosts customer satisfaction, service center productivity, and employee morale by:

• Setting the customer’s expectations
• Creating a positive impression of the support center
• Encouraging customer loyalty and repeat business by building rapport
• Setting an example for other support staff to follow, promoting exemplary behavior throughout the service center
• Enhancing the quality of future contacts with the customer
• Helping the analyst to gain the customer’s confidence and trust

Question 74

5.15.3 Identify the characteristics of providing consistent service

Answer 74

• Providing all customers with the same quality of service
• Assigning priority levels consistently, in accordance with the SLA
• Enforcing standard policies and procedures while meeting customers’ needs

Question 75

5.15.4 Identify the characteristics of excellent customer service

Answer 75

• Actively listening to the customer
• Demonstrating empathy and acknowledging an understanding of emotions
• Realizing that customers needs and expectations may change, and remaining flexible in order to meet those expectations while working within the organizations guidelines
• Proactively keeping customers informed of status through phone, web or e-mail updates
• Taking initiative to resolve incidents—going above and beyond ordinary effort when necessary
• Proactively following-up with a customer to ensure a solution remains successful
• Delivering an extra measure of service when expectations have been missed in the past (knowledge transfer, productivity tip, etc.)

Question 76

5.16.1 Define up-selling

Answer 76

Up-selling is the practice of offering customers a product in addition to the product they are currently purchasing

Question 77

5.16.2 Define cross-selling

Answer 77

Cross-selling refers to selling items that are related or can be integrated with the item being sold

Question 78

5.16.3 Identify the benefits or up-selling and cross-selling

Answer 78

The benefits of up-selling and cross-selling are to increase sales volume and customer loyalty