Chapter 02 Flashcards
Effective communication skills are important primarily to support agents who communicate ____.
via telephone
face-to-face
via email
any of these
any of these
Which of these is not a primary strategy for a support organization that aims for customer service excellence?
Treat clients with respect.
Explain to clients what they can do for them.
Return calls to clients when promised.
Meet all of a client’s demands.
Effective communication skills are based primarily on a support agent’s ability to ____.
listen and read effectively
understand a user’s problem
communicate solutions to a user
any of these
“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 ____.
empathy
probing
sincere greeting
nonverbal communication
A script to handle a support incident has ____.
a single sequence of questions and dialog from beginning to end
a sequence of questions with one decision point
several sequences of questions with multiple decision points or paths
None of the above
Which type of nonverbal behavior is the least effective posture for support agents?
an open stance
face the user
establish eye contact
fold arms
Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.
too slow
about the right speed
too fast
none of these
When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.
you will research the question and get back to the user
you don’t know and nobody else does either
the question isn’t as important as other questions
to call back later when a different agent is available
A support agent who feels that a user needs substantial assistance with the organization of files on their PC should ____.
indicate how upset they are with the user’s file organization
tell the user how to straighten out the user’s file organization
point the user to useful information about file organization
intimidate the user into changing their file organization
Support websites that use Web 2.0 technologies differ from earlier support websites primarily in ____.
including frequently asked questions (FAQs)
the authoring language used to build and maintain the site
improved site navigation tools
an emphasis on collaboration and communication among users
Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.
Web 2.0
a thread
a blog
Web 3.0
Incidents that involve complaints ____.
should be terminated as soon as possible
are likely from angry and frustrated users
are a valuable source of feedback and suggestions about products
should be escalated immediately to experienced support staff who know how to handle them
The Myers-Briggs Type Indicator (MBTI) measures ____.
customer service ethic
personality and work style preferences
nonverbal behavior
user self-reliance
A website that contains large numbers of misspelled words and grammatical errors fails which of these general criteria ____.
content
organization
format
mechanics
A feature of a website where discussions are posted by members of a user community is called a ____.
blog
user forum
chat room
In a telephone communication, which of the following is the least likely telephone activity a support agents needs to develop?
a call greeting
a way to transfer a call
a way to hang up on abusive users
a dialog to put a call on hold
Which of these is not a recommended incident management strategy for support agents?
Ask goal-directed diagnostic questions
Don’t admit that you’re wrong or don’t know
Say thanks
Teach user self-reliance
Which of these is not one of the four goals of incident management?
Make the user more self-reliant
Complete the incident in the least amount of time possible
Manage stress levels for both user and support agent
Provide the user with the information he or she needs
Which type of nonverbal behavior is suggested for effective voice quality?
use inflection to add interest
speak at a normal pitch
use a warm, upbeat tone of voice
all of these
The most effective strategy for using a script is to ____.
read the script verbatim to the user
restate the script in your own words
memorize the script
use the script only when needed
A user’s first impression of a support agent comes from the ____.
solution to the problem
incident script used
tone and style
incident greeting
One measure of whether a support agent understands a problem is that they can express the user’s problem in ____.
the user’s words
the support agent’s own words
industry standard vocabulary
None of the above
Analysis and evaluation of a user’s message is likely to occur during which type of listening?
discriminative
comprehensive
critical
relational
Dissatisfied clients are more likely than satisfied clients to ____.
resolve support incidents quickly
contact the help desk repeatedly for assistance
resolve support incidents at a low tier
convey a positive business image to other users
Incidents that involve complaints ____.
should be terminated as soon as possible
are likely from angry and frustrated users
are a valuable source of feedback and suggestions about products
should be escalated immediately to experienced support staff who know how to handle them
