Reflection quiz 1. True or False: By putting yourself in your customers shoes you can change the behavior of angry or demanding customers. 2. ____ involves identifying with and understanding another persons situation, feelings, and motives. 3. True or False: To save time, it is okay to interrupt a customers story if you have heard the story before. 4. A customer may become angry if he or she ____ you are not listening. 5. ____ communication is an extremely effective way to prevent or minimize customer dissatisfaction. 6. ____ involves making a conscious choice to control your behavior. 7. True or False: In most people, one side of the brain dominates the other. 8. True or False: The words people use, even when they are talking to themselves, influence their thoughts and attitudes. 9. To clear your mind of negative thoughts, engage as many ____ as you can. 10. True or False: When writing for a global audience, idioms are an excellent way to communicate. 11. A(n) _______is a collection of interrelated work activitiesor tasksthat take a set of specific inputs and produce a set of specific outputs that are of value to the customer. 12. True or False: The symptom and probable source of an incident are typically the same. 13. Your ability to quickly find the solution to an incident is influenced by how well you gather ____. 14. True or False: Simulating a customers actions is easy because most service desks have access to the systems their customers use. 15. True or False: The time frame within which a customer needs an incident solved typically determines the incidents priority. 16. The ____ ____ is an employee of the support organization who acts as a customer advocate and ensures an incident is resolved to the customers satisfaction. 17. It is the responsibility of the incident owner to ____ provide the customer regular and timely status updates 18. True or False: The only time that management notification is appropriate is when a customer is dissatisfied. 19. True or False: SLAs are integral to the relationship that exists between level one and level two. 20. Ultimately, customers prefer that incidents be ____. 21. True or False: All technical professionals need to do is come up with great ideas. It is someone elses job to figure out how to financially justify the idea. 22. ____ are the rules and standards that govern the conduct of a person or group of people. 23. People who want to advance to a higher technical position or into a management must move from knowing how to ____ technology to how to ____ technology to achieve business goals. 24. The process of ensuring that information technologies support corporate goals and objectives is known as ____. 25. People working in a service desk must clearly understand that the data they collect on a daily basis becomes ____. 26. A(n) ____ is a deviation or departure from the norm. 27. Root cause analysis is used to determine ____ a problem is occurring. 28. True or False: Technology typically represents a service desks greatest expense. 29. True or False: The ability to make presentations can greatly influence a persons standing in his or her company, community, and industry. 30. Do you best to answer all questions ____ and ____.