Skills that are specific to the customer service and support industry, such as understanding the importance of meeting customers’ needs and knowing how to manage their expectations, are considered part of customer service skills.

When a service desk is run as a(n) ____ center, management’s main objective is to minimize and eliminate expenses so that profits will be as high as possible.

Which is a challenge that small service desks face?

Which is true about outsourcing service desk services?

In the 1970s, as companies focused on providing technical support, they realized the need to distinguish between ____.

Skills people need that are unique to the profession they support, such as accounting skills or banking skills, are referred to as ____ skills.

Today’s environment, where people have access to their information and computing systems from public shared access points, is called anywhere computing.  

Who would be best suited to receive and log contacts, answer questions, and resolve incidents and service requests when possible?

Which is true of early technical support efforts?

Good stress management skills will enable a service desk analyst to eliminate all stress.