True |
Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills. |
False |
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. |
False |
Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communication with users. |
True |
Communication is a two-way process that involves both listening and responding. |
False |
Communication is a one-way process that involves an effective transmission from sender to receiver. |
False |
A customer service ethic is an organization-wide philosophy that the customer is always right. |
True |
Support staff should return a telephone call when promised, even if no progress has been made on a problem. |
True |
Of the three essential communication skills, listening comes before understanding and responding. |
True |
In discriminative listening, a support agent’s purpose is to learn about the user, such as his or her knowledge level. |
False |
purpose of comprehensive listening is to develop a rapport with a user. |
False |
In order to educate users, a support agent should use technical terms and explanations in communications with users. |
False |
Empathy means a support agent takes ownership and responsibility for a user’s problem. |
True |
A support agent who can empathize with a user is one who understands the problem or question from the user’s point of view. |
False |
A common barrier to effective listening is asking probing questions to get additional details about a problem. |
True |
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. |
False |
To avoid mistakes and misinformation, scripts designed to guide a support agent through an incident should be read verbatim to the user. |
False |
Scripts designed to guide a support agent through an incident should ideally be memorized to be effective. |
True |
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. |
True |
Eye contact and facial expression are examples of nonverbal behavior. |
False |
Inexperienced support agents tend to speak too slowly when they experience stress during a conversation with a user. |
True |
A rising inflection at the end of a sentence communicates that a support agent is unsure or lacks confidence. |
False |
Empty phrases, such as "Now let me see…," are effective ways for a support agent to fill pauses in a conversation. |
True |
Even in a telephone call, clients can often tell whether a support staff member values the call. |
False |
Putting a caller on hold is considered a poor customer service tactic. |
True |
Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy. |
False |
Support agents develop their own incident management strategy from scratch. |
True |
One goal of incident management is to help users be more self-reliant. |
False |
A support agent should always be honest in every response to a user’s questions. |
True |
How much information a support agent can divulge to a user is often determined by an organization’s policies. |
True |
Goal-directed diagnostic questions are designed to move a support incident to a successful resolution. |
False |
Support staff should always provide the information or services a customer needs, no matter what the request. |
False |
Support agents should avoid apologizing to users who have been kept on hold or who have been given the runaround. |
False |
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. |
False |
The likely result of increased user self-reliance will be to eliminate the need for user support agents as an occupation. |
False |
One goal of user self-reliance is to make users change the way they use computers. |
True |
Total user self-reliance is probably not achievable, but it is a worthwhile goal. |
False |
Factors such as personality type probably have little impact on the working relationship between a support agent and his or her colleagues. |
False |
Employers usually hire support agents whose Myers-Briggs personality type is extrovert. |
True |
Most support workers and computer users are considered to be a mixture of the personality types on the Myers-Briggs dimensions. |
False |
A support agent should work to deny the sense of self-importance of users who are "power users." |
False |
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. |
False |
Most users who are angry or frustrated are personally upset with the support agent. |
False |
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. |
False |
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. |
False |
A commitment to customer service excellence means the customer is always right. |
True |
A comprehensive client service orientation among support staff applies to every staff member, and to every mode of user communication. |
Effective communication skills are important primarily to support agents who communicate ____. |
ANS: D |
Dissatisfied clients are more likely than satisfied clients to ____. |
ANS: B |
Effective communication skills are based primarily on a support agent’s ability to ____. |
ANS: D |
Excellent customer service in a support organization is based primarily on which of these factors? |
ANS: C |
Which of these is not a primary strategy for a support organization that aims for customer service excellence? |
ANS: D |
Analysis and evaluation of a user’s message are likely to occur during which type of listening? |
ANS: C |
A support agent should aim to use language that is ____ the language level that the user uses. |
ANS: C |
One measure of whether a support agent understands a problem is that he or she can express the user’s problem in ____. |
ANS: B |
"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 ____. |
ANS: A |
A user’s first impression of a support agent comes from the ____. |
ANS: D |
A script to handle a support incident has ____. |
ANS: C |
The most effective strategy for using a script is to ____. |
ANS: B |
Which type of nonverbal behavior is the least effective posture for support agents? |
ANS: D |
Which type of nonverbal behavior is suggested for effective voice quality? |
ANS: D |
Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user. |
ANS: C |
In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop? |
ANS: C |
Which of these is not one of the four goals of incident management? |
ANS: B |
When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____. |
ANS: A |
Which of these is not a recommended incident management strategy for support agents? |
ANS: B |
A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____. |
ANS: C |
The Myers-Briggs Type Indicator (MBTI) measures ____. |
ANS: B |
Incidents that involve complaints ____. |
ANS: C |
Support Web sites that use Web 2.0 technologies differ from earlier support Web sites primarily in ____. |
ANS: D |
A feature of a Web site where discussions are posted by members of a user community is called a ____. |
ANS: B |
A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria? |
ANS: D |
Posts to a user forum with commentary on a single topic, arranged in date order, are called _____. |
ANS: B |
An organization-wide commitment that client relationships and client satisfaction are the most important aspect of a business is a(n) ______________________. |
ANS: customer-service ethic customer service ethic client-service ethic client service ethic |
____________________ include the ability to listen or read effectively, understand a user’s problem, and relate a solution to a problem. |
ANS: Communication skills communication skills Communications skills communications skills Communications communications |
The three essential communications skills are ____, understanding, and responding. |
ANS: listening |
One purpose or type of listening is to develop rapport with a user. This type of listening is called _____________________. |
ANS: relational |
The purpose of ____________________ listening is to provide positive support to a user. |
… |
Chapter 2- Customer Service Skills For User Support Agents
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