Help Desk Chapter 2 Review

1. Excellent customer service in a support organization is based primarily on which of these factors?

• The ability to solve user problems
• The ability to communicate effectively with users
• Both...The ability to solve user problems and The ability to communicate effectively with users
• Neither...The ability to solve user problems and The ability to communicate effectively with users

2. 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

3. 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

4. Analysis and evaluation of a user’s message is likely to occur during which type of listening?

• discriminative
• comprehensive
• critical
• relational

5. 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

6. 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

7. 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

8. 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

9. 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.

10. Effective communication skills are important primarily to support agents who communicate ____.

• via telephone
• face-to-face
• via email
• any of these