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HDI HD0-400 - HDI Qualified Customer Support Specialist

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Total 120 questions

What type of question will best encourage a customer to talk more about their incident?

A.

Closed questions.

B.

Technical questions.

C.

Open questions.

D.

Personal questions.

How can being empathetic to the customer benefit the Support Centre?

A.

Being empathetic increases first contact resolution.

B.

Being empathetic creates a rapport with the customer.

C.

Being empathetic permits the customer to vent.

D.

Being empathetic allows you to express your feelings.

What is the best way of using silent time effectively?

A.

Build a rapport with your customer.

B.

Identify the best time for your break.

C.

Write an e-mail to a colleague.

D.

Check your e-mail.

What is a best practice for dealing with an abusive customer?

A.

Show empathy and sympathy.

B.

Ignore the customer language.

C.

Maintain your professionalism.

D.

Use your active listening skills.

Which action best illustrates excellent customer service?

A.

Listen to colleagues when customers talk to you.

B.

Let customers know your personal accomplishments.

C.

Actively listen to customers when they talk to you.

D.

Feel sorry for your customers if they are troubled.

When is it most appropriate to escalate an incident to a manager?

A.

Escalate an incident if the customer requests to speak to a manager.

B.

Escalate an incident if the customer begins to complain.

C.

Escalate an incident if the Support Centre is short of staff.

D.

Escalate an incident the customer is emotional.