Exam # 641 : Client DSP - Customer Experience V.2.5 Self Assessment 80%->90%->90%->85%->90% Question # 1 of 20 You have 100 minutes left (as of the time this page was requested from the server). Choose all that apply: Which of the following are examples of key customer satisfaction metrics for Field Services? On-time arrival vvv Expertise vvv Resolution Effectiveness vvv Effective status updating vvv Question # 2 of 20 True of False: If a customer is upset about their product issue, it is important to empathize, apologize, and help them focus on the issue at hand. False True vvv Multiple choice: Which of the following should you do if a replacement part does not fix the customer’s issue? Tell the customer to contact the technician who originally handled the issue. Have the customer contact the DSP queue. Leave the site to avoid a confrontation with the customer. Contact the DSP queue. vvv True or false : Working together, the field service technician and the DSPQ technician are a powerful team. True vvv False True or false: At the conclusion of the service event, you should ask the customer if they are satisfied with the service you provided. True vv False Choose all that apply: Which of the following pieces of information are you required to provide when calling a DSPQ technician? Your technician ID number vvv Your name vvv The troubleshooting steps you have completed vvv Confidential customer information that you view accidentally Multiple choice: Preparing for Excellent Service requires which of the following to ensure an exceptional Customer Experience? Finishing as quickly as possible to get to the next call Your desire and commitment to excellence vvv Knowing that the customer will get a CE survey Necessity to avoid conflict with your manager True or false: Dell audits calls in which the DSP claims that he or she was unable to reach the customer. False True vvv True or false: A professional appearance demonstrates your respect for the customer and Dell. True vvv False Choose all that apply: When attempting to setup an appointment, which of the following are good practices? Speak slowly and clearly when leaving a voice mail. vvv If a customer leaves you a voice mail, you should return their call within 1 hour. vvv Wait for the customer to call to setup the appointment. If the customer contact information is incorrect, return the part to Dell. Choose all that apply: Which of the following are things to consider when establishing the upfront contract with the customer? Confirm the address and contact information. vvv Verify the alternate contact information. vvv Explain the processes and procedures you will perform during the service call. vvv Determine where you will be working and how much space you will have to work. vvv Multiple choice: Which of the following scheduling strategies is recommended to achieve an exceptional Customer Experience? Do not overpromise. Tell the customer that you cannot give him or her a general time frame. Give the customer an estimate, but plan to arrive earlier. Always give the customer the exact time when you plan to arrive. Give the customer a 2- to 4-hour arrival window. vvv True or false: The customer’s perception is not important as long as you are comfortable with your knowledge of the product. True False ??? Multiple choice: What is the purpose of the DSPQ? Provides the DSP with a high level of technical support Has shorter hold times. All the answers are correct. Provides dedicated support to field service technicians vvv True or false: Throughout the service event, it is important to convince the customer that their issue is important to you and that you are fully committed to resolving their issue in an agreed-upon time frame. False True ??? Choose all that apply: Which of the following customer comments are examples of issues that contribute to negative Customer Experience ? The technician gave me too much information about what he was doing while onsite. The technician didn't use ESD protection. VVV The technician asked to borrow tools. VVV The technician appeared confused. vvv Multiple choice: If a customer speaks negatively about one of Dell’s competitors, which of the following is most appropriate? Share a similar experience with the customer. State that you are unfamiliar with the issue and redirect the conversation to the customer’s issue. vvv Agree with the customer’s statement since this will reflect positively on Dell. Disagree with the customer since you must always protect the competition’s reputation. True or false : Product certification is necessary before going on-site for repairs. False True vvv Multiple choice: Upon arrival at the customer’s location, the customer engages you in small talk. Which of the following would be the best choice to provide a positive Customer Experience? Briefly allow the interaction before moving on to the customer’s issues since such interaction can ease tensions. ??? Explain to the customer that you are only permitted to discuss issues related to his or her Dell equipment. Ignore the irrelevant conversation and focus solely on the issue since small talk is a waste of your time. Tell the customer that you have other Dell customers who require your assistance and need to keep the conversation at a professional level. True or false: As an added touch of respect for the customer, you could wipe down their monitor and remove debris from their keyboard with your compressed air cannister. False True vvv Multiple choice: If you arrive late to a service call, which of the following is the most appropriate? Tell the customer that you attempted to call but were not able to reach him or her. Apologize, offer solutions, convince the customer the situation is within your control and that his or her needs are your number-one priority. vvv Explain the reasons why you were late, especially if the delay was not your fault. Avoid acknowledging being late to prevent potential conflict. Multiple choice: Which of the following is not part of the upfront contract with the customer? Asking the customer for details about the work area Review the processes and procedures you will perform during the service call. Asking the customer if he or she is satisfied with Dell and his or her purchase vvv Confirming the customer’s address and contact information Multiple choice: Which of the following should be avoided if you desire to create a positive Customer Experience? Dress in a business casual style. Bring the proper tools. Remind the customer that you have many other calls to complete. vvv Keep up to date on alerts or technical bulletins about the product you are servicing. Multiple choice: Which of the following would be an appropriate empathetic statement? 'Sorry to hear that. Other customers are experiencing the same issue.' 'I understand your frustration and I’m here to help.' vvv   ?'I’m sorry that your system isn’t working, but I didn’t cause the problem.' 'I can’t believe Choose all that apply: Which of the following is considered proper work attire while providing Dell service at a customer site? Dress shirt or blouse vvv T-shirt and blue jeans Close-toed shoes vvv Slacks or skirt vvv True or false: Taking time to explain to the customer what you are doing is not important as long as you fix his or her issue. False vvv True True or false: Since most customers already have their own screwdriver, it is OK to ask to borrow theirs. True False vvv True or false: If service will be delayed due to resource shortages, this information should always be conveyed to the customer. False True vvv True or false: If a customer is clearly dissatisfied through no fault of your own, you still have an opportunity to provide an exceptional Customer Experience. True vvv False Multiple choice: What is the appropriate course of action if you are unable to reach the customer after three attempts? Immediately contact Dell for assistance. vvv Defer the call to the next business day. Try calling the customer the following day. Leave a message for the customer to contact Dell. Multiple choice: Which of the following is not an example of keeping the customer informed? Explain the repair steps to him or her. Tell the customer that you have seen his or her issue before on other service calls. vvv Inform the customer of any additional steps that may be necessary. After the repair, turn on the system with the customer present. Multiple choice: When on a service call, which of following should always occur before you leave the customer’s location? Encourage the customer to give you a perfect score if he or she receives a quality audit. Tell the customer to contact Dell to close the call. Ensure the customer is aware of your schedule so that you are not unnecessarily delayed. Ensure the hardware is functioning properly. vvv True or false: When dealing with a customer who has very limited computer knowledge, you should not explain the actions you have taken to repair the system because it might appear as if you are talking down to them. False vvv True Multiple choice: Which of the following should you do if a replacement part does not fix the customer’s issue? Contact the DSP queue. vvv Have the customer contact the DSP queue. Leave the site to avoid a confrontation with the customer. Tell the customer to contact the technician who originally handled the issue. True or false: Replacing the part is more important than verifying that the repair resolved the customer's system issue. True False vvv Multiple choice: Which of the following best represents the expression, Wash It Like It's Your Own Car'? Before leaving the customer’s site, ensure the customer’s computer is thoroughly cleaned. Work as quickly as possible so the next customer does not have an excessive wait time. Have the same respect for the customer’s property that you would want someone to have for your own property. If the working environment the customer provides is unsafe, be careful as you work with the customer’s system. vvv True or false: Proper attire and grooming can have as much impact on the Customer Experience as having the proper tools. True vvv False Multiple Choice: What is a significant challenge that Dell phone technicians face? They do not have visibility to information about the customer or the system. They are unable to see the system issue firsthand. vvv They lack troubleshooting experience. They have inadequate online training. True or false: A technician who is neatly organized, with a toolkit and electrostatic discharge (ESD) kit, drives a positive customer perception of his or her abilities. True VVV False Choose all that apply: If you are asked by a customer for your opinion about Dell, its products, or its competitors, which of the following is an appropriate action? Never share Dell confidential information with the customer VVV Gently redirect the customer's attention to the issue at hand. Because the 'customer is always right,' it is best to agree with the customer no matter what is said. Refrain from talking negatively about Dell or its products. Which of the following is not part of the upfront contract with the customer? It demonstrates your commitment to repairing the customer's issue. vvv It shows the customer that you are smarter than he or she is. It releases you from any responsibility if the issue is not resolved. Communicating the next steps is the sole responsibility of the DSPQ. True or false: Customers must show respect first before they can expect to receive it from you. True False vvv Multiple choice: If you are paged or see dispatch notes regarding an escalated customer issue, when should you respond? At the end of your shift During your next open time slot First thing, next business day Within an hour of the customer’s call. vvv