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Spring 2014 > Customer User Support > Flashcards

Flashcards in Customer User Support Deck (39)
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31

Script

A prepared sequence of questions and statements that covers several important parts of an incident. Can include branches and decision points.

32

Nonverbal behaviors

Facial expression, body language, tone, style, posture, eye contact, gestures, distance, voice quality

33

Personal communication style

The result of decisions an individual makes about how he or she wants to communicate.

34

Incident management strategy

A collection of tools, techniques, and activities that successful support agents use to move through an incident effectively and efficiently, from the initial greeting to the end of the incident.

35

The four goals of incident management:

1. Provide the user with the information he or she needs.
2. Manage stress levels for both the user and the support agent.
3. Ensure that the incident progresses from start to finish in an effective and efficient way
4. Make the user more self-reliant.

36

Incident management guidelines:

• Ask goal-directed diagnostic questions
• Be honest
• Say "I don't know" when you don't
• Apologize when appropriate
• Say "Thank you"
• Use incident management, not user management
• Teach self-reliance

37

The four dimensions of personality measured by the MBTI are:

• Where do you direct your energy? Introvert (I) vs Extrovert (E)
• How do you process information? Sensing (S) vs Intuition (N)
• How do you make decisions? Thinking (T) vs Feeling (F)
• How do you organize your life? Judging (J) vs Perceiving (P)

38

Common purposes of support websites:

• Provide product information
• Take sale orders
• Facilitate access to technical support
• Provide software updates and downloads
• Communicate with end users
• Encourage communication and collaboration among users
• Provide user forums and blogs as communication media
• Provide links to related sites

39

Four general criteria apply to written communication with end users:

• Content
• Organization
• Format
• Mechanics