Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse

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ISBN-13: 978-1285852683 ISBN-10: 1285852680

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Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse


Chapter 02: Customer Service Skills for User Support Agents

1. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   56

2. Customer satisfaction with a support incident is more directly related to the solution to a problem rather than to the communication skills a support agent uses.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   56

3. Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communications with users.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   56

4. Communication is a two-way process that involves both listening and responding.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   56

5. Communication is a one-way process that involves an effective transmission from sender to receiver.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   56

6. A customer service ethic is an organization-wide philosophy that the customer is always right.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   57

7. Support staff should return a telephone call when promised, even if no progress has been made on a problem.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   58

8. Of the three essential communication skills, listening comes before understanding and responding.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   59

9. In discriminative listening, a support agent’s purpose is to learn about the user, such as their knowledge level.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   60

10. The purpose of comprehensive type listening is to develop a rapport with a user.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   60

11. In order to educate users, a support agent should use technical terms and explanations in communications with users.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   61

12. Empathy means a support agent takes ownership and responsibility for a user’s problem.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   62

13. A support agent who can empathize with a user is one who understands the problem or question from the user’s point of view.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   62

14. A common barrier to effective listening is to ask probing questions to get additional details about a problem.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   62

15. 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.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   63

16. To avoid mistakes and misinformation, scripts designed to guide a support agent through an incident should be read verbatim to the user.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   64

17. Scripts designed to guide a support agent through an incident should ideally be memorized to be effective.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   64

18. When reading a lengthy, prepared response to a user, the best strategy is to tell the user you a reading a passage to them.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   64

19. Eye contact and facial expression are examples of nonverbal behavior.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   66

20. Inexperienced support agents tend to speak too slowly when they experience stress during a conversation with a user.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   67

21. A rising inflection at the end of a sentence communicates that a support agent is unsure or lacks confidence.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   67

22. Empty phrases, such as, “Now let me see…,” are effective ways for a support agent to fill pauses in a conversation.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   67

23. Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   69

24. Support agents develop their own incident management strategy from scratch.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   68

25. A support agent should always be honest in every response to a user’s questions.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   69

26. How much information a support agent can divulge to a user is often determined by an organization’s policies.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   69

27. Goal-directed diagnostic questions are designed to move a support incident to a successful resolution.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   69

28. Support staff should always provide the information or services a customer needs, no matter what the request.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   70

29. Support agents should avoid apologizing to users who have been kept on hold or who have been given the runaround.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   70

30. 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 technology.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   70

31. One of the goals of incident management is to help users be more self-reliant.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   71

32. The likely result of increased user self-reliance will be to eliminate the need for user support agents as an occupation.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   71

33. One of the goals of user self-reliance is to make users change the way they use technology.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   71

34. Total user self-reliance is probably not achievable, but it is a worthwhile goal.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   71

35. Even in a telephone call, clients can often tell whether a support staff member values the call.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   72

36. Putting a caller on hold is considered a poor customer service tactic.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   72

37. A blog is a website where users who are angry or abusive can go to post complaints about a company’s products or services.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   74

38. Designers of customer service websites find that, since website content changes frequently, the design of a website is less important than its contents.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   75

39. A support agent should work to deny the sense of self-importance of users who are “power users.”

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   81

40. 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.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   81

41. Most users who are angry or frustrated are personally upset with the support agent.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   81

42. Factors such as personality type probably have little impact on the working relationship between a support agent and her or his colleagues.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   86

43. Employers usually hire support agents from whose Myers-Briggs personality type is extrovert.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   86

44. Most support workers and technology users are considered to be a mixture of the personality types on the Myers-Briggs dimensions.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   86

45. A commitment to customer service excellence means the customer is always right.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   89

46. A comprehensive client service orientation among support staff applies to every staff member, and to every mode of user communication.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   89

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

  a.  via telephone b.  face-to-face

  c.  via email d.  any of these

ANSWER:   d

POINTS:   1

REFERENCES:   56

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

  a.  The ability to solve user problems

  b.  The ability to communicate effectively with users

  c.  Both A and B

  d.  Neither A nor B

ANSWER:   c

POINTS:   1

REFERENCES:   56

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