Which of the following is a barrier to active listening? Providing feedback, External distractions like noise, Eye contact, Paraphrasing the message

External distractions like noise

Why is matching a customer’s communication style important?

It helps in gaining their trust and ensuring effective communication

How can a support center promote its image?

By providing timely and effective resolutions

What is the purpose of organizational policies?

To ensure consistency and adherence to company goals and standards

Which of the following is a responsibility of the support center in meeting customer needs? To escalate every customer issue to the manager, To provide information and resolutions based on company policies, To avoid interacting with customers directly, To assume all issues will resolve themselves without intervention

To provide information and resolutions based on company policies

Why is documentation of incidents important?

It ensures that issues are handled according to company policies and procedures

When should an issue be escalated in the support center? Options: When the CSR is unsure about how to handle the issue, If the issue requires approval from the customer’s manager, When the resolution requires higher-level authority or expertise, When the issue is simple and can be resolved by the CSR

When the resolution requires higher-level authority or expertise

What is cross-selling?

Offering customers additional items or services that complement their purchase

What is a key benefit of cross-selling?

It helps increase overall sales revenue by offering related products.

What does the Incident Management process focus on?

Handling and resolving incidents or problems reported by customers

What is an example of best practice during the Incident Management process?

Communicating proactively and keeping the customer informed of progress

What is the purpose of putting a customer on hold during a call?

To find additional information needed to resolve their issue

What is the purpose of using a customer’s name during a call?

It creates a more personal connection, increasing customer satisfaction

What is the role of empathy in customer service?

To make customers feel understood and supported during stressful situations

Which of the following is a sign that a conflict is developing with a customer? - The customer remains calm and polite - The customer’s tone becomes increasingly frustrated or defensive - The customer repeats their request with a positive attitude - The customer thanks the CSR for their help

The customer’s tone becomes increasingly frustrated or defensive

What is the purpose of customer feedback surveys?

To evaluate the performance of the CSR and improve service quality

What does the term “customer differentiating” refer to?

Identifying different types of customers and tailoring services to their needs

What technology is commonly used in a support center to manage calls and inquiries?

Computer Telephony Integration (CTI)

What is the main difference between a Public Branch Exchange (PBX) system and an Automatic Call Distribution (ACD) system?

PBX is used to route calls, and ACD is used for managing multiple incoming calls.

Why is call monitoring important in a support center?

To ensure agents are following procedures and providing quality service

What is the purpose of the security management process in a support center?

To protect the company’s data and customer information from breaches or attacks

What is a quality assurance program in a support center designed to do?

Evaluate and improve the quality of service delivered to customers

What type of data should be protected by a support center’s security policies?

Financial data, personal customer information, and proprietary company data

What is an example of a security policy a support center should have? Options: A policy that allows any employee access to customer data, A policy outlining proper use and access to customer data and company systems, A policy that limits customer service to certain hours only, A policy that prevents employees from taking breaks

A policy outlining proper use and access to customer data and company systems

What is the purpose of reporting security compromises in a support center?

To ensure that security issues are addressed quickly and that customer data is protected

What is one characteristic of an effective leader?

Providing clear guidance and being supportive of their team

What is personal accountability in a work environment?

Taking responsibility for your actions and the outcomes of your work

What is ethical behavior in a support center?

Acting in the best interest of customers, colleagues, and the company

What is one way to exhibit good multitasking in a support center?

Prioritizing tasks and managing time efficiently

How can a CSR manage their time efficiently?

By focusing on one task at a time, avoiding distractions

What is the benefit of staying informed about industry trends in a support center?

To keep up with technological advancements and improve customer service

Which of the following is a responsibility of a CSR? To process customer refunds without authorization, To provide assistance, information, and solutions to customer inquiries, To ignore customer requests if they are too difficult, To control all service-related decisions without feedback from others

To provide assistance, information, and solutions to customer inquiries

What is the objective of teamwork in a support center?

To work collaboratively to achieve common goals and improve service quality

What characteristic defines successful teams in a support center?

Clear communication, mutual respect, and shared goals

What is a stress management technique for CSRs?

Taking regular breaks to relax and re-energize

How does a positive service attitude impact customer interactions?

It enhances customer satisfaction by creating a positive experience.

What is a common physical symptom of stress in a CSR?

Headaches, fatigue, or muscle tension

Why is exhibiting a positive service attitude important for a CSR?

It helps reduce the workload by ignoring difficult situations.

What is one way to demonstrate personal accountability in a support center?

Take ownership of your actions and decisions

How can a CSR manage their stress in a high-pressure environment?

By asking for support and breaking tasks into manageable parts.

What does effective multitasking in a support center typically involve?

Managing multiple tasks in an organized and prioritized manner

What should a CSR do to stay informed about industry trends and best practices?

Participate in training sessions, webinars, and read relevant articles

Which of the following is a characteristic of a positive service attitude? - Being dismissive of customer concerns - Approaching every customer interaction with optimism and empathy - Showing frustration when a customer asks for help - Ignoring customer feedback

Approaching every customer interaction with optimism and empathy

What does exhibiting emotional intelligence in a CSR role help with?

Understanding and managing one's own emotions and the emotions of others

HELP DESK Flashcards

Student preview

88 questions

Show all answers

1.

FLASHCARD QUESTION

Front

What is a key consideration for effective use of email communication?

Back

Using formal tone and clear subject lines

2.

FLASHCARD QUESTION

Front

Which technique is essential for effective cross-cultural communication?

Back

Adapting your language to the audience's cultural context

3.

FLASHCARD QUESTION

Front

Which of the following is a common impact of language barriers when communicating with customers? Enhanced customer satisfaction, Increased clarity of communication, Improved sales outcomes

Back

Misunderstandings and frustration

4.

FLASHCARD QUESTION

Front

When should a CSR obtain assistance when supporting a customer whose primary language is different from their own?

Back

When the CSR feels overwhelmed and unable to communicate effectively

5.

FLASHCARD QUESTION

Front

What does emotional intelligence refer to?

Back

The ability to understand and manage your own emotions and those of others

6.

FLASHCARD QUESTION

Front

What is an emotional hijack?

Back

An impulsive emotional reaction that overrides rational thought.

7.

FLASHCARD QUESTION

Front

What does paraphrasing involve?

Back

Summarizing the speaker's message in your own words

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever

or continue with

Microsoft

Apple

Others

Already have an account?

Similar Resources on Wayground

80 questions

Verilog Basics Flashcard Set

Flashcard

•

University

88 questions

Chinese Vocabulary Flashcards (pt 2)

Flashcard

•

University

81 questions

Basic Chinese Vocabulary

Flashcard

•

10th Grade

96 questions

Economic Concepts Flashcards

Flashcard

•

9th Grade

76 questions

Flashcards sobre el Antiguo Egipto

Flashcard

•

6th Grade

75 questions

Vocabulary Flashcards

Flashcard

•

12th Grade

73 questions

Korean Vocabulary Flashcards

Flashcard

•

12th Grade

Popular Resources on Wayground

15 questions

Fractions on a Number Line

Quiz

•

3rd Grade

20 questions

Equivalent Fractions

Quiz

•

3rd Grade

25 questions

Multiplication Facts

Quiz

•

5th Grade

$fractions$

22 questions

fractions

Quiz

•

3rd Grade

20 questions

Main Idea and Details

Quiz

•

5th Grade

20 questions

Context Clues

Quiz

•

6th Grade

15 questions

Equivalent Fractions

Quiz

•

4th Grade

20 questions

Figurative Language Review

Quiz

•

6th Grade

Discover more resources for Business

24 questions

Lesson 6.3 Quiz Review - Marketing Mix

Quiz

•

9th - 12th Grade