Why is it important to recognize a customer’s psychological needs when resolving
incidents?
Recognizing them allows you to match the customer behavior. It illustrates to you that everyone has different behaviors. Unresolved psychological can have a negative affect on the
resolution. Unresolved psychological needs have a positive affect on the
resolution.
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What is the best way to minimize conflict with a customer? Ask the customer to calm down. Inform your supervisor. Remain friendly towards the customer. Tell the customer that contacts are monitored.
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A talkative customer can result in extended call times. What is a best practice for
disengaging from a customer?
Ask the customer to call again later. Mention that you are very busy. Recap the customer’s actions. Use open-ended questions.
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Which situation is most appropriate for an escalation? You are getting ready to take a break. You are leaving to attend training. You have exhausted all available resources. You have little or no experience with the incident.
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What is the best way to handle requests that are not supported?
Advise the customer of other means for getting assistance. Let the customer know that you are unable to help him or her. Reprimand the customer for using unsupported software. Tell the customer to read the service level agreement more carefully.
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What is the most important reason for providing status updates to customers?
Customers have to be in control of their situation. Customer might inform your supervisor if you do not update them. Customers need to know when they can get back to work. Customers want to know so they can tell their coworkers.
What is a best practice for documenting incidents? Use acronyms to keep the description brief. Customer might inform your supervisor if you do not update them. Use emoticons to indicate the customer’s emotions. Use slang to make your writing livelier. .
What is a best practice for building positive working relationships with other
groups in the support center?
Share gossip about other teams. Share your knowledge. Treat others the way they treat you. Treat others nicely if they can help you.
What is a key benefit of remote control tools? Allows the support center to interact with other support teams. Decreases the support resources required to restore the service. Increases customers’ use of self-help and self-healing technologies. Reduces the number of incoming contacts to the service and support
center.
What is the best reason for demonstrating confidence? Demonstrating confidence allows you to show your creativity. Demonstrating confidence enables you to show off your skills and
knowledge. Demonstrating confidence prevents complaints about the support
center. Demonstrating confidence puts you in control of the conversation.
What is the best description of paraphrasing? Paraphrasing is repeating what the customer has said word for word. Paraphrasing is repeating what you have said to the customer. Paraphrasing is using your own words to confirm your understanding
of what the customer has said. Paraphrasing is using your memory to recall what the customer said.
You have asked a customer to reboot his or her computer. What is the best way
to use your silent time? Answer another contact. Place the customer on hold. Respond to an open e-mail inquiry. Review the contact history.
What information should be documented for every incident? All information pertaining to attempted and successful resolutions. Only the best solution for the incident. The customer’s feelings about the support center. Whatever the customer asks you to record.
What is the best reason for logging all incidents? Logging incidents allows analyst activity to be monitored. Logging incidents ensures that all information is secure. Logging incidents prevents customers from complaining. Logging incidents provides information that can be reused.
What is the most likely benefit of logging all incidents? It allows the support center to be proactive. It demonstrates the effectiveness of the support center. It establishes service levels targets. It saves the service and support center money.
You have just received a customer call, but there are other team members
laughing and joking in your area. What is your best course of action? Answer the phone and place the customer on hold until you finish
talking to your teammates. Ask your team members to please quiet down before answering the
phone. Place your finger over the microphone on the headset and ask your
team members to be quiet. Place your hand over the ear not covered by the headphones to block
out the noise.
What is the best reason for having security policies in the service and support
center? Security policies are necessary to follow legal advice. Security policies deliver compliant procedures and processes. Security policies help manage and control assets. Security policies protect the company and its customers.
What is the best example of active listening? Identifying content for the knowledge base. Reading your e-mail while talking on the phone. Researching incidents in the database. Taking notes while you talk to the customer.
What is an objective of service management systems? Automate processes across the organization to improve value of
services. Decentralize the tools used across the organization. Ensure each department is following their own governance and
regulatory requirements. To allow each department to set up the best tools for their workflow. .
Which message follows best practices for writing business e-mails? Dear Sarah, we have completed the work you requested on Mr.
Smith’s printer. The tech found that the printer cartridge ran out of
ink and needed to be replaced. We’re available anytime you need us.
Thanks. Dear Sarah, we have completed the work you requested on Mr.
Smith’s printer. The printer cartridge was out of ink and has been
replaced. It is now working properly. If there is anything else we can
do for you, please contact the support center at extension 4357.
Thank you. Sarah, the printer was fixed for Mr. Smith. I guess he didn’t know the
printer was out of ink. Rookie mistake :) BTW, tell him to buzz us next
time he needs something. Hey Sarah! Finished the work you requested on Mr. Smith’s printer.
The tech found that the printer cartridge ran out of ink and needed
to be replaced. We’re available at anytime you need us. Thank you.
What is the best reason for empathizing with a customer? Empathizing with a customer lets the customer know that you are
familiar with his or her department. Empathizing with a customer lets the customer know that you feel
sorry for him or her. Empathizing with a customer lets the customer know that you
understand how he or she feels. Empathizing with a customer lets the customer know that you will fix
his or her incident.
What action should be avoided when documenting incidents? Recording just the facts. Documenting all of the information. Recording customer emotions. Documenting in real-time. .
What do key performance indicators measure? Achievement of organizational goals Consistency and accuracy of results Percentage of escalated incidents Success in implementing best practices.
A customer with an important presentation to give in one hour is upset because
a document will not print. You ask the customer questions about the incident,
but the customer keeps talking about what will happen if the document is not
available. What should you do to get the customer to refocus on the incident?
Allow the customer to vent. Interrupt the customer. Tell the customer they must calm down first. Put the customer on hold.
What is an important benefit of active listening?
Active listening improves the quality of incident analysis. Active listening increases talk time. Active listening causes stress for support professionals. Active listening decreases the number of incoming calls.
A customers calls because she is having trouble accessing the Internet. The
customer is angry that this incident keeps recurring and begins to complain about
the network team. What is your best way to respond to the customer?
Ask the customer to document all previous interactions. Empathize with the customer before addressing the incident. Ask the customer to complete a customer satisfaction survey. Agree that the network team is not doing a good job.
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What is First Contact Resolution? The percentage of incidents resolved without a functional or
hierarchical escalation The percentage of incidents resolved during the initial and only
interaction with the customer. A metric designed to understand the overall satisfaction of the
customer with the service provided. A metric used to measure the relative complexity of issues.
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When is it most appropriate to escalate incidents to a supervisor? Escalate an incident if the customer starts to complain about the
support center. Escalate an incident if the incident has a high business or financial
impact. Escalate an incident if the customer has never received support
before. Escalate an incident if the support center is too busy to handle any
more contacts.
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What is the best description of a team?
A team is a forum for creativity and self expression. A team is a group of people working as one. A team is a group of strong personalities. A team is an open, honest environment.
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What should you do during the initial diagnosis activity of the Incident
Management process? Ask the customer to search the knowledge base first and then
contact you back. Jump into resolving the issue quickly to increase the First Contact
Resolution rate. Perform root cause analysis to assign a permanent solution to the
problem. Search the knowledge base for similar incidents or workarounds
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