Chapter 8: Customer Support as a Profession

Chapter 8: Customer Support as a Profession

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. The most successful companies in the future will be those that keep a close eye on business and service desk industry trends and embrace the ones that enable them to achieve their goals.

ANS:  T                    PTS:   1                    REF:   310

2. One benefit of a service desk career is learning about different departments in a company and gaining appreciation of opportunities available within that company.

ANS:  T                    PTS:   1                    REF:   311

3. At their essence, different generations of technology users tend to have the same needs and expectations with regards to service desk and support.

ANS:  F                    PTS:   1                    REF:   311

4. With all the methods of contacting a service desk now available, the telephone is being phased out as a contact channel.

ANS:  F                    PTS:   1                    REF:   312

5. In order to be successful in delivering support to customers, it is important that the service desk develops processes and techniques that are easy and convenient for the service desk to follow and cost effective, and then ensure that the customer conforms to those processes.

ANS:  F                    PTS:   1                    REF:   313