HDI HD0-400 - HDI Qualified Customer Support Specialist

Process management is accomplishing tasks that we can test, report, and improve upon.

Process management is a formal concept that we work with.

Process management is a set of rules that can never be bent or broken.

Process management is red tape that prevents creativity.

A team is a forum for creativity and self expression.

A team is a group of people working to accomplish the same goals.

A team is an open, honest environment.

A team is a group of strong personalities.

Pause to allow time for understanding

Avoid asking the customer for clarification.

Avoid using remote control.

Take regular breaks during the call.

Document your actions in the incident record.

Provide a valid reason for putting the customer on hold.

Set a reminder so that you don forget the customer.

Ensure that the hold music is working.

Tell the customer the office is closing and you will call them tomorrow.

Tell the customer your queue is backing up.

Use closed questions.

Transfer the call to your supervisor.

Recording all incidents saves the Support Centre money.

Recording all incidents establishes service levels.

Recording all incidents enables the Support Centre to be proactive.

Recording all incidents demonstrates the effectiveness of the Support Centre.

Give each customer an answer on first contact.

Escalate all calls within 10 minutes if no answer is available.

Provide all callers with the same quality of service.

Answer all calls within 15 seconds or 3 rings.

The customer position in the business.

The customer ability to use self-help systems.

The customer previous experience with the Support Centre.

The level of support provided by the Support Centre.

Using a standard greeting is part of an incident management process.

Using a standard greeting saves time.

Using a standard greeting follows documented procedures.

Using a standard greeting sets the expectation for the call.

Resolve all customer incidents without escalation.

Pass all customer inquiries to level 2 support.

Ensure that the customer complies with the SLA.

Manage the customer expectations.