Problem Solving and Help Desk
Name:
IST120 Midterm Study Guide
True/False
Indicate whether the statement is true or false.
F 1. Today, the help desk is primarily considered a stepping stone to other professions.
F 2. A support center typically has a smaller scope of responsibility than a help desk so it can provide more thorough service.
F 3. It is standard practice on most help desks not to log easy-to-solve or common complaints.
T 4. Monitoring is when a supervisor or team leader listens to a live or recorded call or sits beside an analyst to measure the quality of the call.
F 5. A caring attitude refers to the help desk’s ability to be available when customers need help and make it easy for customers to obtain help.
F 6. Help desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.
T 7. When diagnosing a customer’s problem, it is important to determine his skill level so you know how to respond and proceed when solving the problem.
T 8. Sometimes not asking questions is actually a component of providing good customer service.
F 9. When speaking to customers, you should always use your normal rate of speech.
F 10. Empathy is one of the 3 critical factors discussed in this chapter that makes up your tone of voice.
F 11. E-mail and Internet support services are expected to increase considerably in the coming years; therefore, the telephone’s role will be much reduced, if used at all.
T 12. If a customer leaves a message for a help desk analyst, the analyst should return the call, even if only to let the customer know that the call was received and logged, and that it is being handled.
F 13. When helping a customer over the phone, you should always let the customer ask the first question, so he knows you are willing to listen.
F 14. A workaround is considered the final resolution to a problem; once it is implemented, and the customer is happy, the call should be closed.
T 15. If a manager is going to
IST120 Midterm Study Guide
True/False
Indicate whether the statement is true or false.
F 1. Today, the help desk is primarily considered a stepping stone to other professions.
F 2. A support center typically has a smaller scope of responsibility than a help desk so it can provide more thorough service.
F 3. It is standard practice on most help desks not to log easy-to-solve or common complaints.
T 4. Monitoring is when a supervisor or team leader listens to a live or recorded call or sits beside an analyst to measure the quality of the call.
F 5. A caring attitude refers to the help desk’s ability to be available when customers need help and make it easy for customers to obtain help.
F 6. Help desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.
T 7. When diagnosing a customer’s problem, it is important to determine his skill level so you know how to respond and proceed when solving the problem.
T 8. Sometimes not asking questions is actually a component of providing good customer service.
F 9. When speaking to customers, you should always use your normal rate of speech.
F 10. Empathy is one of the 3 critical factors discussed in this chapter that makes up your tone of voice.
F 11. E-mail and Internet support services are expected to increase considerably in the coming years; therefore, the telephone’s role will be much reduced, if used at all.
T 12. If a customer leaves a message for a help desk analyst, the analyst should return the call, even if only to let the customer know that the call was received and logged, and that it is being handled.
F 13. When helping a customer over the phone, you should always let the customer ask the first question, so he knows you are willing to listen.
F 14. A workaround is considered the final resolution to a problem; once it is implemented, and the customer is happy, the call should be closed.
T 15. If a manager is going to