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HDI HD0-400 - HDI Qualified Customer Support Specialist

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Total 120 questions

Why is it important for you to manage calls?

A.

Managing calls improves Support Centre credibility.

B.

Managing calls increases the cost per call.

C.

Managing calls minimises use of technical terminology.

D.

Managing calls increases utilisation of the knowledge base.

Which statement best describes the concept of teamwork?

A.

Teamwork involves competing with others to prove you are the best.

B.

Teamwork involves keeping ideas to yourself in case they do not work.

C.

Teamwork involves working separately to achieve personal goals.

D.

Teamwork involves having all team members participate.

What is a common metric used to measure Support Centre performance?

A.

Abandon before answer (ABA)

B.

Average time to respond (ATR)

C.

Incident quality score (IQS)

D.

Total faxes received (TFR)

What statement best describes the purpose of incident management?

A.

The purpose of incident management is to manage the service level agreement.

B.

The purpose of incident management is to manage the customer expectation.

C.

The purpose of incident management is to restore normal service as quickly as possible.

D.

The purpose of incident management is to ensure that all calls are logged.

What is the best way of using silent time effectively?

A.

Identify the best time for your break.

B.

Build a rapport with your customer.

C.

Check your e-mail.

D.

Write an e-mail to a colleague.

What is the best reason for documenting processes and procedures?

A.

Documenting processes and procedures enforces workplace culture.

B.

Documenting processes and procedures ensures consistent service.

C.

Documenting processes and procedures keeps you occupied during down time.

D.

Documenting processes and procedures prevents customers from asking for special treatment.

What is the most important reason for using customer satisfaction surveys?

A.

Customer satisfaction surveys are required by the service level agreement.

B.

Customer satisfaction surveys identify whether customer expectations are being met.

C.

Customer satisfaction surveys are a useful source for marketing statistics.

D.

Customer satisfaction surveys provide management with data required to create a schedule for the Support Centre.

What is a best practice if your Support Centre does not have the technical knowledge required to resolve an incident?

A.

Log the call and tell the customer you will call back.

B.

Log as much of the call as you understand.

C.

Log the call and escalate the incident to a technical specialist.

D.

Log the call and tell a colleague about the incident.

Your help desk/support centre wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?

A.

A web master magazine.

B.

The marketing department.

C.

Senior management meetings.

D.

Knowledge Centred Support.

Which is one of the elements of call differentiating?

A.

Your customer may be king, but you are the technical wizard.

B.

Unresolved psychological issues have a negative effect on problem solving.

C.

The customer technical needs must be addressed first and foremost to ensure satisfaction.

D.

The customer is always right and should always get their own way.