A Guide to Computer User Support for Help Desk and Support Specialists 6e ByFred Beisse
A Guide to Computer User Support for Help Desk and Support Specialists 6e ByFred Beisse
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Chapter_02_Customer_Service_Skills_for_User_Support_Agents
Complete Chapter Questions With Answers
Sample Questions Are Posted Below
1. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.
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2. Customer satisfaction with a support incident is more directly related to the solution to a problem rather than to the communication skills a support agent uses.
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3. Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communications with users.
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4. Communication is a two-way process that involves both listening and responding.
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5. Communication is a one-way process that involves an effective transmission from sender to receiver.
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6. A customer service ethic is an organization-wide philosophy that the customer is always right.
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