A feature of a Web site where a writer posts messages to which members of a user
community are invited to comment
question
Customer Service Ethic
answer
An organization-wide commitment, shared by everyone from top
management to operational staff, that client relations and client satisfaction are the most
important aspects of a business
question
Difficult Client
answer
A user who requires special handling strategies because he or she is angry,
uncommunicative, rude, or abusive, or exhibits other hard-to-handle behaviors.
question
Empathy
answer
An understanding of and identification with a user's problem situation, thoughts,
and feelings. A support agent who can empathize with a user understands the problem or
question from the client's perspective and why it is important to the client.
question
Greeting
answer
The first few sentences in a support incident that introduce an agent. The greeting
forms the basis for the first impression of the support service by the user, and gets the
incident-resolution process started on a positive note.
question
Incident management strategy
answer
A collection of tools, techniques, and strategies that support
agents use during an incident to move effectively and efficiently from the initial greeting to the
conclusion of the incident.
question
Myers-Briggs Type Indicator (MBTI)
answer
A personality analysis commonly used in business and
industry to identify worker personality and work style preferences.
question
Nonverbal behavior
answer
Facial expression, body language, and the tone and style of
communication. Nonverbal communication behavior may be more important than the specific
words used in a communication.
question
Personal Communication Style
answer
The result of a series of decisions each support agent makes
about how he or she communicates with end users.
question
Power User
answer
A user who is technically knowledgeable (or believes that he or she is), or who
may have a relationship with an organization that he or she feels warrants special attention to
his or her incident
question
Script
answer
A prepared sequence of questions and statements that support agents can use to
handle parts of an incident; a script may include decision points and branches to handle
different situations.
question
Self Reliance
answer
A goal of support service providers that seeks to increase user self-sufficiency
and reduce a user's dependence on support services.
question
Support Web Site
answer
A Web site devoted to providing clients with product information,
software downloads, support staff contacts, and a sales channel. Support Web sites are a costeffective
method to communicate with users, but should be designed to be client-friendly
question
Thread
answer
Commentary on a single topic posted on a Web forum to which several members
may contribute comments; usually organized by date with the oldest messages first.
question
User Forum
answer
A feature of a Web site where various discussions are posted to which members
of a user community may contribute. User forums emphasize the collaborative nature of the
Web as a way to encourage interaction and collaboration among users.
question
Web 2.0
answer
The recent development of technologies and Web applications that emphasize the
social networking aspects of collaboration and communication among users. Web 2.0
emphasizes interactive use of the Web.
question
One goal of incident management is to help users be more self-reliant.
answer
True
question
Empathy means a support agent takes ownership and responsibility for a user's problem.
answer
False
question
Factors such as personality type probably have little impact on the working relationship between a support agent and his or her colleagues.
answer
False
question
Most support workers and computer users are considered to be a mixture of the personality types on the Myers-Briggs dimensions.
answer
True
question
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.
answer
False
question
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.
answer
False
question
The likely result of increased user self-reliance will be to eliminate the need for user support agents as an occupation.
answer
False
question
In discriminative listening, a support agent's purpose is to learn about the user, such as his or her knowledge level.
answer
True
question
A commitment to customer service excellence means the customer is always right.
answer
False
question
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.
answer
True
question
"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 ____.
answer
Empathy
question
Which type of nonverbal behavior is the least effective posture for support agents?
answer
Fold Arms
question
A feature of a Web site where discussions are posted by members of a user community is called a ____.
answer
User Forum
question
A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.
answer
Point the user to useful information about file oranization
question
A user's first impression of a support agent comes from the ____.
answer
Incident greeting
question
Effective communication skills are important primarily to support agents who communicate ____.
answer
Any of these
question
When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.
answer
The support agent will research the question and get back to the user
question
Which of these is not one of the four goals of incident management?
answer
Complete the incident in the least amount of tim possible
question
Which of these is not a primary strategy for a support organization that aims for customer service excellence?
answer
Meet all the clients demands
question
One measure of whether a support agent understands a problem is that he or she can express the user's problem in ____.
answer
The support agents own words
question
The Myers-Briggs Type Indicator (MBTI) measures ____.
answer
Personality and work style preferences
question
Dissatisfied clients are more likely than satisfied clients to ____.
answer
Contact the help desk repeatedly for assistance
question
In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop?
answer
A way to hang up on abusive users
question
A script to handle a support incident has ____.
answer
Several sequences of questions with multiple decision points of paths
question
How much information a support agent can divulge to a user is often determined by an organization's policies.
answer
True
question
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.
answer
True
question
Communication is a two-way process that involves both listening and responding.
answer
True
question
To avoid mistakes and misinformation, scripts designed to guide a support agent through an incident should be read verbatim to the user.
answer
False
question
Support agents develop their own incident management strategy from scratch.
answer
False
question
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.
answer
False
question
A comprehensive client service orientation among support staff applies to every staff member, and to every mode of user communication.
answer
True
question
Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.
answer
True
question
A support agent should always be honest in every response to a user's questions.
answer
False
question
Putting a caller on hold is considered a poor customer service tactic.
answer
False
question
A common barrier to effective listening is asking probing questions to get additional details about a problem.
answer
False
question
Of the three essential communication skills, listening comes before understanding and responding.
answer
True
question
Incidents that involve complaints ____.
answer
Are a valuable source of feedback and suggestions about products
question
Excellent customer service in a support organization is based primarily on which of these factors?
answer
The ability to solve user problems and to communicate effectively with users
question
A support agent should aim to use language that is ____ the language level that the user uses.
answer
Slightly Below
question
Goal-directed diagnostic questions are designed to move a support incident to a successful resolution.
answer
True
question
Scripts designed to guide a support agent through an incident should ideally be memorized to be effective.
answer
False
question
A rising inflection at the end of a sentence communicates that a support agent is unsure or lacks confidence.
answer
False
question
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.
answer
False
question
Inexperienced support agents tend to speak too slowly when they experience stress during a conversation with a user.
answer
False
question
Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communication with users.
answer
False
question
The most effective strategy for using a script is to ____.
answer
Restate the script in your own words
question
Support Web sites that use Web 2.0 technologies differ from earlier support Web sites primarily in ____.
answer
An emphasis on collaboration and communication among users
question
Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.
answer
A thread
question
A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?
answer
Mechanics
question
Analysis and evaluation of a user's message are likely to occur during which type of listening?
answer
Critical
question
Which of these is not a recommended incident management strategy for support agents?
answer
Don't admit that you're wrong or don't know
question
A customer service ethic is an organization-wide philosophy that the customer is always right.
answer
False
question
Support staff should return a telephone call when promised, even if no progress has been made on a problem.
answer
True
question
In order to educate users, a support agent should use technical terms and explanations in communications with users.
answer
False
question
Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.
answer
Too Fast
question
Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy.
answer
True
question
Employers usually hire support agents whose Myers-Briggs personality type is extrovert.
answer
False
question
Total user self-reliance is probably not achievable, but it is a worthwhile goal.
answer
True
question
The purpose of comprehensive listening is to develop a rapport with a user.
answer
FALSE
question
Support agents should avoid apologizing to users who have been kept on hold or who have been given the runaround.
answer
FALSE
question
A support agent who can empathize with a user is one who understands the problem or question from the user's point of view.
answer
True
question
One goal of user self-reliance is to make users change the way they use computers.
answer
False
question
A support agent should work to deny the sense of self-importance of users who are "power users."
answer
False
question
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.
answer
False
question
Most users who are angry or frustrated are personally upset with the support agent.
answer
False
question
Eye contact and facial expression are examples of nonverbal behavior.
answer
True
question
Empty phrases, such as "Now let me see...," are effective ways for a support agent to fill pauses in a conversation.
answer
False
question
Even in a telephone call, clients can often tell whether a support staff member values the call.
answer
True
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