Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
The practice that most requires staff to demonstrate skills such as empathy and emotional intelligence is the service desk. Service desk staff frequently interact with end users who may be experiencing issues or frustrations and require immediate help. Effective communication, empathy, and emotional intelligence are crucial for providing excellent customer service, understanding user concerns, and ensuring user satisfaction.
correct answer is D
To support the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
D; dealing with end users
5.2.14 Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.