Activity 2-8 Crossword

A website feature where a writer posts messages or short articles, and invites membersof a user community to comment on them.
A disagreement that can occur when end users and user support staff havediffering opinions about problem-solving steps, product and service evaluations, or needsassessment project recommendations. Resolving conflicts involves recognizing barriers toresolution as well as tools designed to resolve interpersonal and team dynamics problems.
An organization-wide commitment, shared by everyone from topmanagement to first-line operational staff, that client relations and client satisfaction are themost important aspects of a business.
A user who requires special handling strategies because they are angry,uncommunicative, rude or abusive, or exhibit other hard-to-handle behaviors.
An understanding of and identification with another person’s problem situation,thoughts, and feelings. A support agent who can empathize with a user is able to understandthe problem or question from the client’s perspective, including why it is important to theclient.
The first few sentences in a support incident that introduce an agent, formthe basis for the first impression of the support service by the user, and get the incident-resolution process started on a positive note.
A collection of tools, techniques, and strategies thatsupport agents use during an incident to move effectively and efficiently from the initialgreeting to the conclusion of the incident.
A lead participant in a conflict resolution situation, usually filled by someonewith expertise in training activities and negotiation; a mediator should also haveexcellent listening skills, an ability to“see both sides,”and an ability to remain neutral.
A personality analysis commonly used in businessand industry to identify worker personality and work style preferences.
The facial expressions, body language, tone, and style used in thecommunication process. Nonverbal communication behavior may be more important thanthe specific words used in a communication.
The result of a series of decisions an individual makesabout how he or she wants to communicate.
A user who is technically knowledgeable (or believes that they are), or who mayhave a relationship with an organization that they feel warrants special attention to theirincident.
A prepared sequence of statements and questions that support agents can use tohandle parts of an incident; a script may include decision points and branches to handledifferent situations.
A goal of support service providers that seeks to increase user self-sufficiencyand reduce a user’s dependence on support services.
A website devoted to providing clients with product information,software downloads, support staff contacts, and a sales channel. Support websites are acost-effectivemethodtocommunicatewithusers,butshouldbedesignedtobeclient-friendly.
Commentary on a single topic posted on a web forum to which several membersmay contribute comments; usually organized by date with the oldest messages first.
A website feature that allows for online discussions among members of a usercommunity may take part. User forums emphasize the collaborative nature of the web as away to encourage interaction and collaboration among users.
The development of technologies and web applications that emphasize the socialnetworking aspects of collaboration and communication among users. Web 2.0 emphasizesinteractive use of the web.