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Call Center Management Test 2
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Call Center Management Test 2
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25 Questions

1. An analyst calling a customer to say that he is going to be late arriving at the customer's site - before he is late - is an example of __________?

2. Which is included in both a detailed and a short incident description?

3. Typically - what does the right side of the brain handle?

4. During incident resolutions - when is management notification appropriate?

5. The ____ is the most basic reason for an undesirable conidtion

6. Which is comparable to the practice of "counting to three" before you speak?

7. Who is responsible for maintaining a knowledge management system

8. A good service desk motto to remember is - "keep the customer informed - keep the customer!"

9. Which is a factor that is causing companies to look more closely at using chat to communicate wi th customers?

10. The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction

11. What does "letting a customer vent" mean?

12. Incident ownership typically means that an analyst must develop and implement to solutions to all the incidents they own.

13. Which is the first step when handling difficult customer situations

14. After diagnosing an incident and indentifying the correct probably source - ___ might be included in developing a course of action

15. In which step in the incident management process is an incident categorized and assigned a priority?

16. What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline?

17. In the incident management proccess - __ - such as "when will my equipment arrive?" - are typically handled by the service desk.

18. Which is an example of a technology used to enable self service for customers?

19. Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully

20. To understand customer behavior - you must strive to sympathize with what customers are experiencing.

21. ___ is a uniquely human characteristic and generally deals with the future.

22. A simulation system is a technology that enables an analyst to view and take control of connected device in order to perform tasks such as troubleshooting incidents - transferring files - and providing training.

23. Which type of report typically provides an assessment of the current environment - a description of items that will result in an improved environment - and recommendations?

24. Today - service desk analysts are relied upon to do what?

25. Which calming technique also helps you keep up your energy and retain a positive attitude?

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