A Script To Handle A Support Incident Has ____.

A Guide to Customer User Support Quiz 2

Effective communication skills are important primarily to support agents who communicate____.any of these, via telephone, face to face, via email
Dissatisfied clients are more likely than satisfied clients to ___contact the help desk repeatedly for assistance
Effective communication skills are based primarily on a support agent’s ability to ___.any of these, listen and read effectively, understand a user’s problem, communicate solutions to a user.
Which of these is not a primary strategy for a supoort organization that aims for customer service excellence?Meet all of a client’s demands
Analysis and evaluation of a user’s message are likely to occur during which type of listening?Critical
A support agent should aim to use language that is __ the language level that the user uses.slightly below
One measure of whether a support agent undersatnds a problem is that he or she can express the user’s problem in ___the support agent’s own words
“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 ___empathy
A user’s first impression of a support agent comes from the ____incident greeting
A script to handle a support incident has ____several sequences of questions with multiple decision points or paths
The most effective strategy for using a script is to ___.restate the script in your own words.
Which type of nonverbal behavior is the least effective posture for support agents?fold arms
Which type of nonverbal behaviour is suggested for effective voice quality?all of these, use inflection to add interest, speak at a normal pitch, use a warm, upbeat tone of voice.
Inexperienced support agents tend to speak___ when they experience stress in a conversation with a user.too fast
In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop?a way to hang up on avusive users
Which of these is not one of the four goals of incident management?Complete the incident in the least amount of time possible
When a support agent does not know the answer to a question, a good incident management strategy is to tell the user___the support agent will research the question and get back to the user
Which of these is not a recommended incident management strategy for support agents?don’t admit that you’re wrong or don’t know
A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should____point the user to useful information about file organization
The Myers-Briggs Type Indicator( MYTI) measures___personality and work style preferences
Incidents that involve complaints____are a valuable source of feedback and suggestions about products.
Support Web sites that use Web 2.0 technologies differ from earlier support Web sites primarily in ___an emphasis on collaboration and communcation among users
A feature of a Web site where discussions are posted by members of a user community is called a ___user forum
A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?Mechanics
Posts to a user forum with commentary on a single topic, arranged in date order, are called_____a thread