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Customer Service Quiz Answers
By CambodianNetworks.com
Customer Service Questions -- True or False? True False
1. Customers are more easily satisfied if their expectations are effectively managed.
True. If customers know what to expect, they are more likely to feel satisfied.
True
2. In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.
False. The customer isn't listening for a solution yet. It's important to soothe the customer's frustration first.
False
3. Most upset customers will calm down if you offer a sincere apology.
True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.
True
4. If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.
False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!
False
5. When a customer calls for technical support, its realistic to require them to explain the problem
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Help Desk Support person. Experience is a huge plus!!! This would be a wonderful opportunity for a technical student or alumni seeking employment Monday through Friday, 5:00am to noon. PURPOSE &...]]>
Help Desk). Provides solutions to a variety of technical problems of moderate scope and complexity. Able to communicate effectively with customers to identify, explain and resolve basic...]]>
Help Desk Unpacking, imaging, installing new PC, laptop and other computer equipment. Hardware moves, software installations, and s/w break/fix. Extensive customer interaction. Must be a good communicator.]]>
Help Desk documentation, or whether to escalate to the ... Help Desk...]]>
Help Desk Posted on:11/17/08 Job Number: 300306-7258-12-234265 Add to Cart Email to ... phone calls to internal and/or external customers (Help Desk). * Provides solutions to a variety of technical...]]>
Help Desk).
* Provides solutions to a variety of technical problems of moderate scope and complexity.
* Able to communicate effectively with customers to identify, explain and resolve...]]>
Help Desk Agent in our Minneapolis, MN office. e are seeking a self-motivated candidate ho has the ability to prioritize, multitask and keep multiple projects organized, on track, and...]]>
Help Desk position working Monday through Friday, 5:00am to ... work experience
? 1 or more years experience Help Desk experience preferred
? Excellent customer service...]]>
help desk environment. And MUST have RECENT Customer Service ... The help desk environment is team-oriented and fast paced. Skills Required: 1) Call Center experience (heavy phone...]]>
Help Desk experience ... Support both Office2003 and Office2007 Answers help desk telephones for assigned account(s) and responds...]]>
in highly technical language.
False. Most customers who call tech support are not highly technical. It's realistic to require the tech support rep to provide assistance at the customer's level of technical understanding.
False
6. When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.
True. Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them.
True
7. When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness.
False
8. When dealing with an abusive customer on the phone, it's important to hang up right away.
False. Tell the abusive customer you'd like to help them, and will do so when the conversational tone is calm.
False
9. On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer.
False. To the surprise of many managers, the agent who is the most persistent, conscientious and has the best customer contact skills rates highest with the customers.
False
10. After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.
True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"
True
11. Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.
True. It's not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.
True
12. The most credible advertising is a satisfied customer.
True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?
True
www.cambodiaitcity.com
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Additional
Resources
Help Desk Outsourcing
By CambodianNetworks.com
A help desk may mean a lot of different things. Basically, it is a source of technical support for hardware or software which is generally staffed by people who can either directly solve the Read more...
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Additional
Resources
Developing Emotional Intelligence
By CambodianNetworks.com
Developing Emotional IntelligenceArticle by Donna EarlDeveloping Emotional Intelligence Managers ask how they can evaluate their emotional intelligence (EI) and increase their EI Read more...
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help desk incident reports and distributes call tracking ... science or a minimum of 3 years work experience in a Help Desk or technical support area or a combination of...]]>
Help Desk Software) panels ... Serves as backup for Help Desk Technicians as needed. Programs configuration changes with the helpdesk software modules that are used to track...]]>
Help Desk Analyst II. The successful candidate will have 2+ years of experience in a Phone Support and Troubleshooting. This is a...]]>
Help Desk Preferred Skills and Experience: - Customer ... Help Desk...]]>
Help Desk) toprovide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform...]]>
Help Desk Technician for one of our clients in Dublin, OH ... At least 2 years of Help Desk experience required. For consideration please email Amy.Wolcott@adeccona.com In the body of the...]]>
Help Desk Analyst II One of our fastest growing clients located on the Northwest side of Columbus has an immediate need for a Help Desk Analyst II. The successful candidate will have 2+ years of experience in a Phone Support and...]]>
Help Desk Analyst I Follow established procedures to troubleshoot, coordinate and resolve systems related incidents. The 1st Level Analyst is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported...]]>
Help Desk Technician for one of our clients in Dublin, OH ... At least 2 years of Help Desk experience required. For consideration please email In the body of the email, please note: Why...]]>
Help Desk
Location: Dublin, OH 43017
Employment Type: Full Time, ... is currently looking for an End User Customer Analyst(Help Desk) to provide technical support and assistance to...]]>
Help desk experienceUp to 1 year experience in training and developmentMust be able to support database and web based applicationsCollege degree preferred High School Diploma...]]>
Help Desk Agent-Technician is to manage ... user support requests ?? Record, track, and document the help desk request problem-solving process, including all...]]>
Help Desk ticket tracking system. Assist other CDS areas, and communicate standards and best ... * Adhere to Help Desk process, inclusive of ensuring proper routings and priority levels...]]>
Help Desk Agent TimeWarner Division Time Warner Cable Industry Cable and ... Position Type Full Time Posting Job Description Tech Help Desk Agent POSITION SUMMARY: Responsible for...]]>
help desk wouldn't fit the bill. Need to have strong admin skills.break/fix/patching and be able to build and restore a server without having to rely on someone else to...]]>
help desk, procurement and ... Responsibilities include Desktop services, Help Desk and Desktop Engineering...]]>
help desk, procurement and ... Responsibilities include Desktop services, Help Desk and Desktop Engineering...]]>
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