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HDI HD0-400 - HDI Qualified Customer Support Specialist

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Total 120 questions

Lost business and low customer satisfaction are the most likely result of an increase in:

A.

Talk time.

B.

Calls abandoned before answered.

C.

Agent availability.

D.

Productivity.

Why is it important for you to demonstrate confidence when dealing with others?

A.

Demonstrating confidence maximises talk time.

B.

Demonstrating confidence increases first contact resolution.

C.

Demonstrating confidence minimises conflicts with customers.

D.

Demonstrating confidence establishes credibility with customers.

What is the most important role of support centre services?

A.

Support centre services provides technical solutions to all calls.

B.

Support centre services educates customers about application software.

C.

Support centre services provides the customer with a department to blame.

D.

Support centre services serves as the customer single point of contact.

What factor is most important in determining the priority of an incident?

A.

The caller emotional state.

B.

The caller connection to the Support Centre.

C.

The incident impact on the Support Centre.

D.

The incident impact on the business.

What is the primary objective of a change management process?

A.

The primary objective of a change management process is to improve content in the knowledge base.

B.

The primary objective of a change management process is to minimise the impact of changes.

C.

The primary objective of a change management process is to identify who initiated the change.

D.

The primary objective of a change management process is to publicise changes.

What is the best reason for using a standard greeting when answering telephone calls?

A.

Using a standard greeting complies with Support Centre standards.

B.

Using a standard greeting makes the customer feel humble.

C.

Using a standard greeting ensures consistent service.

D.

Using a standard greeting prevents individuals developing their own greetings.

What is a best practice for effective cross-cultural communication?

A.

Repeat everything that the customer says.

B.

Ask open questions.

C.

Use proper language expressions.

D.

Increase the pace of the call.

When one of your customers has attempted to resolve their own problem, what is a best practice for encouraging and praising their efforts?

A.

Share the story with your colleagues.

B.

Tell them it was a good effort, but that they are wrong.

C.

Ask them questions about what they have done.

D.

Chuckle quietly to yourself.

What is a best practice when writing e-mail?

A.

Use standard headers and footers for consistency.

B.

Use emoticons to convey empathy.

C.

Use animation to emphasise your point.

D.

Use different colours to improve readability.

What is a best practice for keeping the customer attention focused on the resolution?

A.

Suggest that the customer writes down the steps.

B.

Ask the customer to call back later.

C.

Offer to send the customer an e-mail with the steps.

D.

Tell the customer to concentrate.