Customer Service Skills for User Support Agents

Support agents should treat clients with ______ and courtesy.

• disrespect

• respect

• indifference

• hostility

How should support agents handle difficult situations?

• By avoiding them

• By using strategies for dealing with difficult situations

• By ignoring them

• By complaining.

What is one way to communicate effectively with clients about wait times?

• Use technical jargon

• Provide an estimated time for a return call or email

• Avoid giving any time estimates

• Use vague language

Which of the following is NOT a part of an effective response?

• Use a sincere greeting

• Use scripts appropriately

• Ignore tone and style

• Recognize nonverbal communication.

Fill in the blank: To develop an effective personal communication style, one should use clear, _______ speech.

• lengthy

• succinct

• complicated

• verbose

Which skill is NOT listed as essential for communication?

• Listening

• Understanding

• Responding

• Typing

What is the role of a script in handling complex problems?

• A) To confuse the user

• B) To provide a prepared sequence of questions and/or statements

• C) To ignore the user’s problem.

What should be discussed to evaluate customer service in voice communication?

• Phone menu design

• Call length

• Nonverbal communication

• All of the above.

Nonverbal behavior includes facial expressions, body language, tone, and style used in the communication process. True or False?

• True

• False