In customer service, "inquiries" are exactly the same as questions.
False
100
Employees need to have _____ and should expect to be asked to do new things at any time.
a) Project management skills
b) Flexibility
c) Speed up
d) Updated technical skills
b) Flexibility
100
Which of the following is NOT an example of a challenge that teams face?
a) Uniforms
b) Millennials and Generation Y working together
c) How to approach teamwork
d) Views about ethnic and respect
a) Uniforms
100
Which of the following is a situational stressor?
a) Conflict with coworkers
b) Lack of career opportunities
c) Understaffing
d) All of the above
d) All of the above
100
Forming, storming, norming and performing are NOT ____.
a) Steps to take in order to get promoted quickly
b) Developmental stages that all teams experience
c) Part of the Tuckerman Teamwork Model
d) A possible way to reach consensus
a) Steps to take in order to get promoted quickly
200
Flowcharts are often used to outline sequence of tasks in a process.
True
200
Non-profit and profit companies are different in nature. What type of stressors will accompany theses institutions?
a) Personal stressors
b) Institutional stressors
c) Situational stressors
d) All the above
b) Institutional stressors
200
Something you can do when you are on a team?
a) Get to know your team members more
b)Learn the vocabulary that the company and your job uses
c)Share your job knowledge
d) All the above
d) All the above
200
The rules and standards that govern the conduct of a person or a group of people.
a) Ethics b) Burnout c) Customer data d) Stress
e) Mediator f) Resolution data g) Fight-or-flight reaction
a) Ethics
200
A way to measure time and effort required to deliver services in relation to their cost
a) quality b) Symptoms c) Feedback d)Efficiency
c) Brainstorming d) Team player e) Effectiveness
f) Remote control systems
d) Efficiency
300
The goal ____ is to restore systems as quickly as possible, while the goal ____ is to minimize the impact of incidents.
a) Incident management, problem management
b) Probable source, symptom
c) Flowchart, root cause
d) Root cause analysis, trend analysis
a) Incident management, problem management
300
Measureable goals in terms of time, money, and quality that the project must achieve to be successful are ____.
a) Project objectives
b) Project overview
c) Project deliverables
d) Project scope
a) Project objectives
300
Which of the four team player styles is the "devils advocate"?
a) Contributor
b) Collaborator
c) Challenger
d) Communicator
c) Challenger
300
Customer's name, telephone number and email address is an example of:
a) Ethics b) Burnout c) Customer data d) Stress
e) Mediator f) Resolution data g) Fight-or-flight reaction
c) Customer data
300
A way to measure how well a product or service meets the customers' expectations
a) quality b) Symptoms c) Feedback d)Efficiency
c) Brainstorming d) Team player e) Effectiveness
f) Remote control systems
e) Effectiveness
400
Why is taking ownership important for solving incidents?
a) the incident is someone's fault
b) this practice ensures incidents are not lost or forgotten
c) the company needs to make someone responsible
d) the customer needs to know the name of the person when they call
b) this practice ensures incidents are not lost or forgotten.
400
Which of the following is NOT a business skill relevant to technical professionals?
a) Financial solving and listening and communication
b) Customer service ad project management
c) Time management and human resources management
d) Root cause analysis and job shadowing
d) Root cause analysis and job shadowing
400
Coming up with a list of ideas when a printer get jammed is an example of:
a) quality b) Symptoms c) Feedback d)Efficiency
c) Brainstorming d) Team player e) Effectiveness
f) Remote control systems
c) Brainstorming
400
A feeling of butterflies in the stomach is an example of:
a) Ethics b) Burnout c) Customer data d) Stress
e) Mediator f) Resolution data g) Fight-or-flight reaction
g) Fight-or-flight reaction
400
The best way to diagnose an incident is to get into the customer's computer by taking over they keyboard screen and mouse
a) quality b) Symptoms c) Feedback d)Efficiency
c) Brainstorming d) Team player e) Effectiveness
f) Remote control systems
f) Remote control systems
500
Open, assigned, awaiting parts, resolved, and closed are all descriptions of:
a) status data
b) incident data
c) resolution data
d) customer data
a) status data
500
The mission determines the ___ , ____, and ____ of the service desk.
a) Goals, services, errors
b) Customers, clients, guests
c) Range, features, risks
d) Type, size structure
d) Types, size, structure
500
_____ are indications of an incident that analysts should listen carefully for in order to diagnose an incident.
a) Quality b) Symptoms c) Feedback d)Efficiency
c) Brainstorming d) Team player e) Effectiveness
f) Remote control systems
b) Symptoms
500
A person who has not been able to manage their negative stress on a daily basis for weeks or longer is most likely experiencing ______ .
a) Ethics b) Burnout c) Customer data d) Stress
e) Mediator f) Resolution data g) Fight-or-flight reaction
d) Stress
500
A way to measure how completely and accurately services are delivered
a) quality b) Symptoms c) Feedback d)Efficiency
c) Brainstorming d) Team player e) Effectiveness
f) Remote control systems