1. Why is the "first point of contact" for a customer so important to a company?

Every customer has a point of first contact with an organization leaving an impression. It is important to manage that first impression of how the customer perceives the quality and credibility of the organization. Customers have choices and successful organizations understand the importance of paying attention to the details that matter to customers. Organizations should strive to ensure their customers have the confidence that they have found the right place to meet their needs. If the customers see that the organization is right for their needs, then they will come back but if the organization leaves a bad impression, chances of them coming back are slim to none. 2. Identify and describe the four components of a successful service desk. The four components of a successful service desk are people, processes, technology, and information. People consist of the sta and structure put in place within a company or department to support its customers by performing processes. A process is a collection of interrelated work activities that take a set of specic inputs and produce a set of specic outputs that are of value to a customer. Technology is the tools and systems people use to do their work. Information is data that are organized in a meaningful way. People use the information to do their work. 3. Define and provide an example of the following: incident, problem, service request. An incident is an unplanned interruption, while a problem is an occurrence of one or more incidents and a service request is a request from a user for information, advice, or a standard change. An example of an incident would be a server crash which causes a disruption in the business process. An example of a problem would be the same server crashing but after office hours. If the problem isnt resolved before open hours, then it becomes an incident. An example of a service request would be resetting a password on your computer. 4. List three benefits that companies derive when they deliver excellent customer support. Three benefits of delivering excellent customer support/service result in receiving customer feedback (mostly positive), return business, and good word-of-mouth which brings in new customers. 5. According to your textbook, what are three skills service desk analysts must have when delivering multi-channel support? Explain why each of these three skills is important. The three skills you must have as a service desk analyst is problem solving skills, writing skills, and Internet skills. Problem solving skills are important because they help the customer resolve an incident that is beyond their field of knowledge. It also helps cooperating with the customer to find the source of the incident and fix it. Writing skills are important because analysts must interact with customers through e-mail and chat as well as contribute to the written information that customers access on the Web. Internet skills are important because people need help with using browsers, nd content online, and using diagnostic tools online.

6. Is a customer always right? What turns a satisfied customer into a loyal customer? The customer is always right, no matter the situation. Listening to what customers have to say, think, and how they behave towards the situation leads them to become loyal customers. Customers demands can be out of the ordinary but if you go above their expectations and satisfy their needs, they will want to return back. 7. Define external service desks and internal service desks. An internal service desk responds to questions, distributes information, and handles incidents and service requests for its companys employees. An external service desk supports customers who buy its companys products or services. 8. Choose a topic from this list and then do a search on the Internet for an article or site that relates to your topic. You also may use a current news article about a particular company or event if the article relates to the topic. In one paragraph, summarize the article. You do not have to cite with APA citation, but you do need to provide a hot link to the site you selected. The summary should be in your own words; be very careful not to plagiarize by copying and pasting from the site. Please be specific as to contents of the article and how the site is helpful. What did you learn? How will you use the information? Why is this site valuable? Support your statements. This article explains WEB 2.0 and shows the new options/items it didnt have in WEB 1.0. It explains how social software is emerging into WEB 2.0. The article then discusses the concepts, practices, and overall abilities of the new WEB. It seems like WEB 2.0 is the new way into concepts, practices, and projects. I learned so much from the article itself that every time I read it, I learn something new. The way WEB 2.0 works is fascinating. I will use this information for my benefit in case I ever have any review of WEB 2.0 in maybe a future class ahead. This article is valuable for those who want to learn about WEB 2.0, its concepts, and just how it is different than the previous version.

http://www.educause.edu/ero/article/web-20-new-wave-innovation-teaching-and-learning