Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse
Chapter 02: Customer Service Skills for User Support Agents
1. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 56 |
2. Customer satisfaction with a support incident is more directly related to the solution to a problem rather than to the communication skills a support agent uses. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 56 |
3. Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communications with users. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 56 |
4. Communication is a two-way process that involves both listening and responding. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 56 |
5. Communication is a one-way process that involves an effective transmission from sender to receiver. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 56 |
6. A customer service ethic is an organization-wide philosophy that the customer is always right. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 57 |
7. Support staff should return a telephone call when promised, even if no progress has been made on a problem. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 58 |
8. Of the three essential communication skills, listening comes before understanding and responding. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 59 |
9. In discriminative listening, a support agent’s purpose is to learn about the user, such as their knowledge level. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 60 |
10. The purpose of comprehensive type listening is to develop a rapport with a user. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 60 |
11. In order to educate users, a support agent should use technical terms and explanations in communications with users. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 61 |
12. Empathy means a support agent takes ownership and responsibility for a user’s problem. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 62 |
13. A support agent who can empathize with a user is one who understands the problem or question from the user’s point of view. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 62 |
14. A common barrier to effective listening is to ask probing questions to get additional details about a problem. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 62 |
15. One method support agents use to communicate effectively with a user on the telephone is to visualize the user and communicate with the visual image. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 63 |
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