Why should all incidents be logged in the incident management system? - answer-To create an audit trail of interactions with customers.
What is a benefit of service and support center metrics and measurements? - answer-Aids in determining staffing scheduling and needs.
What is the appropriate...
HDI FINAL EXAM 2024
Why should all incidents be logged in the incident management system? - answer-To
create an audit trail of interactions with customers.
What is a benefit of service and support center metrics and measurements? - answer-
Aids in determining staffing scheduling and needs.
What is the appropriate response if you do NOT know the answer to a customers
question? - answer-Take ownership and find out what the answer is.
What is an example of self-service technology in a support center? - answer-Web-based
support.
What metric is used to measure your knowledge level? - answer-First contact resolution.
What can cause work-related stress? - answer-Feeling out of control.
Which is likely to be part of a service level agreement? - answer-Hours of of service
availability.
What is a good practice when communicating with a customer from another culture. -
answer-Repeat what the customer tells you in your own words.
What is the last step in closing a contact? - answer-Document the information gathered
during the interaction.
What is a purpose of an organizational policy? - answer-Set expectations related to
behavior.
Which is an activity in the incident management process? - answer-Classifying incidents.
What action can you take to help you manage customers more effectively? - answer-
Paraphrase to clarify the issue.
Which quality assurance practice is used to check your writing skills? - answer-Incident
monitoring.
As a part of your performance review process, your interactions with customers are
silently monitored four times a month. What quality assurance practice is this? - answer-
Contact monitoring.
Which statement best describes the role of support center services? - answer-Align
support goals with business goals.
What is something that is defined within an organizational policy? - answer-Expectations
for and limitations on behavior in the workplace.
, What is an important benefit of teamwork in the support center? - answer-Better
communication.
What is a responsibility of a support center analyst? - answer-Representing the support
center in a professional manner.
What is it called when a support center analyst has a tendency to move between tasks
before one is complete? - answer-Switch-tasking.
What is the first step a support center analyst should take when it is necessary to place a
customer on hold? - answer-Ask the customer for permission.
What is an important objective of incident management? - answer-Minimize the impact
of interruptions to the business.
What is an important advantage of implementing self service technology? - answer-Gives
the customer easy access to support.
What type of escalation is used when you transfer a call to another person who has a
specialized skill? - answer-Functional.
Why is it important to recognize a customer's psychological needs when resolving
incidents? - answer-Unresolved psychological can have a negative affect on the
resolution.
What is the best way to minimize conflict with a customer? - answer-Remain friendly
towards the customer.
A talkative customer can result in extended call times. What is a best practice for
disengaging from a customer? - answer-Recap the customer's actions.
Which situation is most appropriate for an escalation? - answer-You have exhausted all
available resources.
What is the best way to handle requests that are not supported? - answer-Advise the
customer of other means for getting assistance.
What is the most important reason for providing status updates to customers? - answer-
Customers need to know when they can get back to work.
What is a best practice for documenting incidents? - answer-Use correct punctuation.
What is a best practice for building positive working relationships with other groups in
the support center? - answer-Share your knowledge.
What is a key benefit of remote control tools? - answer-Decreases the support resources
required to restore the service.
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