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Customer Care and Satisfaction Exam
Chapter 1 Review with A+ Graded
Answers.
Is a customer always right? Explain your answer. - Correct Ans: ✅ No, customers install programs that conflict with the company's product and customers unknowingly download viruses.
What turns a satisfied customer into a loyal customer? - Correct
Ans: ✅ How a company handles product failure and how a company handles mistakes made by customers and service providers.
What are two things that service desk analysts can do to delight
customers? - Correct Ans: ✅ Save them time and enhance their self-sufficiency.
What are the four principal skills needed to work successfully at a
service desk? - Correct Ans: ✅ Business skills, technical skills, soft skills, and self-management skills.
Which of the four principal skills are universal or life skills? - Correct
Ans: ✅ Soft skills and self-management skills.
Why is there a tremendous need for technical support? - Correct
Ans: ✅ Technology is pervasive and it is being used by people of all ages, backgrounds, and skill levels at work, at school, and at home.
What is a service desk? - Correct Ans: ✅ A single point of contact within a company for managing customer incidents and service requests.
What influences customers' level of satisfaction and how they
perceive a company and its products? - Correct Ans: ✅ How they are treated at the first point of contact.
Technical support services are the same as customer support
services. True or False? Explain your answer. - Correct Ans: ✅ False. Technical support refers to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed and includes a set of services known as customer support. Customer support involves helping a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training.
How are service desks and help desks the same? How are they
different? - Correct Ans: ✅ (a) They are both customer service and support organizations and they both handle incidents.
(b) A service desk has a broader scope of responsibilities than a help desk. For example, it serves as the single point of contact for customers and it handles service requests in addition to incidents.
What is the relationship between ITIL and IT service management? -
Correct Ans: ✅ ITIL is a set of best practices for IT service management.
List three benefits that companies derive when they deliver excellent
customer support. - Correct Ans: ✅ 1) Return businesses
New business as a result of positive word of mouth.
Customer loyalty.
List two reasons that customer support is projected to increase as an
occupation through the year 2020. - Correct Ans: ✅ A huge demand for support coupled with a shortage of information technology (IT) professionals.
How are technically savvy customers changing the way that service
desks interact with customers? - Correct Ans: ✅ They are willing to interact with service desks via technologies other than the telephone such as email and web-based services such as self-help, online chat, and video demonstrations.
What are three skills service desk analysts must have delivering
multichannel support? - Correct Ans: ✅ 1) Good problem-solving skills are important because customers contact the service desk with more complex incidents.
Writing skills have greater importance because analysts must interact with customers through email and chat and because they contribute to the written information that customers can access via the web.
Internet skills, such as the ability to use browsers, find content online, and use Internet-based diagnostic tools such as remote control systems, are imperative because these are the tools and techniques used to deliver support.
What are three ways that service desks can ensure that mobile devices and applications meet the needs of users and ensure the
security of corporate data assets? - Correct Ans: ✅ 1) Help to define standards.
Modify SLAs to include mobile computing policies and procedures, particularly relating to areas such as information security management, change management, service asset and configuration management, request fulfillment, and access management.
Adopt practices such as improved knowledge management, self- help, and the introduction of social or communal forms of support, along with a more formalized approach to problem management.
Describe three ways that the need to deliver 24/7 support creates
opportunities. - Correct Ans: ✅ It creates opportunities for (1) service desk analysts, (2) service desk team leaders and supervisors, and (3) people who assume supporting roles in the service desk such as people who maintain the service desk's web site and knowledge engineers.
What are three ways that companies provide global support? -
Correct Ans: ✅ 1) Regional, in country service desks.
Follow the sun support.
One centralized, global service desk.
How do frameworks and standards benefit the service desk? -
Correct Ans: ✅ They provide best practices that service desks can
What is a Service Level Agreement? - Correct Ans: ✅ A written document that spells out the services the service desk will provide the customer, the customer's responsibilities, and how service performance is measured.
What three characteristics of excellent customer support can the
service desk count on customers wanting? - Correct Ans: ✅ Responsiveness, caring attitude, and skill
Name three ways that companies produce the metrics needed to
measure their performance. - Correct Ans: ✅ Data captured by metric tools and technology, Customer Satisfaction surveys, and monitoring by supervisors.
What should you do rather than telling a customer what you cannot
do? - Correct Ans: ✅ You should tell a customer what you can do for them.
