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