a single point of contact within a company for managing customer incidents and service requests
What is service desk
100
is the specialized or technical language used by a trade or profession, in this case, the computer industry
What is jargon
100
which may be called an interactive voice response unit, integrates with another technology, such as a database or network management system to obtain information or to perform a function
What is VRU
100
can be built using sophisticated technology or it can simply be a collection of books and documents used to solve incidents
What is a knowledge base
100
right brain
left brain
What is how our brains handle logic and emotion
200
to send
What is dispatch
200
is an abbreviation formed from the first letters of a set of words, such as TSC for Technology Support Center.
What is acronym
200
is a service provided by a local telephone company that discloses the telephone number of the person calling and, where available, the name associated with the calling telephone number
What is Caller Identification
200
class notes obtained in training classes
internet sites that analysts can access via bookmarks
online help
product manuals
an incident management system for looking up similar or related incidents
coworkers and subject matter experts
What is knowledge resource
200
clenched jaw
concentration loss
grinding teeth
headache
nausea
What is symptoms of anger
300
a single point of contact within a company for technology-related questions and incidents
What is help desk
300
The following questions enable you to determine the customer's level of understanding in any of these situations and confirm that the customer understands the course of action you are proposing:
Would you like me to repeat that?
Would you like to go through that again?
How does that sound?
300
is a service provided by long distance service provider that discloses the telephone number of the person calling.
What is ANI
300
are the questions or symptoms entered by a user
What is search criteria
300
take a deep breath
sip water
use positive imagery
use positive self talk
What is calming techniques
400
refers to the wide range of services that enable people and companies to effectively use the computing technology they acquired or developed
What is technical support
400
or restate the information given by the customer using slightly different words
What is paraphrase
400
is when information about the caller appears or pops up, on an analyst's monitor based on caller information captured by the telephone system and passed to a computer system
What is screen pop
400
a searching technique that uses everyday language to ask users questions and interpret their answers
What is CBR
400
is the act of using words to influence your thinking in a positive way
What is positive self talk
500
includes services that help a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training
What is customer service
500
distractions and interruptions
third ear syndrome
jumping ahead
emotional filters
mental side trips
talking
What is factors that prevent good listening
500
answering the telephone
handling calls about unsupported products or services
taking a message
closing a call
What are critical interactions during telephone calls
500
a branching structure of questions and possible answers designed to lead an analyst to a solution
What is decision tree
500
inform your leader or supervisor
take a short break
avoid caffeine or other stimulants
employ stress coping mechanism
What is techniques for recovering from a particularly upsetting situation