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Customer Service Test
Customer Service Test
20
Computer Networking
Undergraduate 1
11/01/2010

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Cards

Term
What is a single point of contact within a company for managing customer problems and request and for providing solution oriented support services?
Definition
Help Desk
Term
What do many web sites enable users to create a profile to specify personal preferences and some use _________to identify users and track their preferences?
Definition
Cookies
Term
What is the number one reason that customers choose to do business with another company?
Definition
Feeling an attitude of indifference
Term
What has 94.5% of respondents cited as the most important quality for a support person?
Definition
Listening
Term
What involves simply taking in information and shows little regard for the speaker?
Definition
Passive listening
Term
When may it be appropriate to interrupt a customer?
Definition
That is when a customer is being abusive
Term
What is an (ACD) automactic call distributor?
Definition
It answers a call and distributes or routes it to the next available analyst
Term
A_________occurs when you stay on the line with the customer and the service provider whom you are engaging in the call.
Definition
Hot Transfer(Conference Call)
Term
What is used by a number of companies to conduct customer satisfaction surveys?
Definition
E-Mails
Term
What is the purpose of a template?
Definition
It is a predefined item that can be used to quickly  create a standard document or e-mail message.
Term
What is one of the steps for winning over a diffcult customer?
Definition
Restate the situation and gain agreement.
Term
What do some analyst replace the image of an angry customer with?
Definition
With the image of someone they love and care about.
Term
What are questions that start out like "How do I .....?"
Definition
They are customers request for instructions on how to use a product.
Term
What are the two types of problems a help desk may capture?
Definition
A short problem description describes the actual results a customer is experiencing this is also called a problem statement
Term
Status data can be used to report on what?
Definition
The status of outstanding problems and to monitor SLA(Service Level Agreement) attainment
Term
What are Root cause analysis used for?
Definition
To determine why problems are occuring so that the company can take steps to prevent similar problems from occuring in the future.
Term
What are measureable objective that support the help desk mission?
Definition
Help Desk Mission
Term
At what stage of the teams development,the teams is achieving its goals and the team's members are participating fully in team activities?
Definition
Performing Stage
Term
How can properly managed stress benefit you?
Definition
It's an excellent source of motivation and can be a positive part of life.
Term
What is the good news about your personal stressors?
Definition
You have the greatest ability to influence it.
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