HD0-400 HDI Qualified Customer Support Specialist Questions and Answers

Support centre services provides technical solutions to all calls.

Support centre services educates customers about application software.

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

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

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

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

Teamwork involves working separately to achieve personal goals.

Teamwork involves having all team members participate.

Maintaining legal compliance protects your managers.

Maintaining legal compliance prevents other teams seeing what the Support Centre does.

Maintaining legal compliance protects you from blame.

Maintaining legal compliance protects the organisation assets.

Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.

Incident management is used first, and problem management is used if incident management does not work.

Incident management and problem management are the same.

Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.

Let the team know about this problem call.

Transfer the call to a supervisor.

Ask the customer to write their question down.

Tell the customer to call back later.

Being empathetic increases first contact resolution.

Being empathetic creates a rapport with the customer.

Being empathetic permits the customer to vent.

Being empathetic allows you to express your feelings.

Show empathy and sympathy.

Ignore the customer language.

Maintain your professionalism.

Use your active listening skills.

Share the story with your colleagues.

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

Ask them questions about what they have done.

Chuckle quietly to yourself.

Customer satisfaction surveys are required by the service level agreement.

Customer satisfaction surveys identify whether customer expectations are being met.

Customer satisfaction surveys are a useful source for marketing statistics.

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

Talk time.

Calls abandoned before answered.

Agent availability.

Productivity.

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

Providing status updates demonstrates sympathy for the customer.

Providing status updates is required by the SLA.

Providing status updates ensures that you control the call.

Providing status updates reduces the number of inbound calls.

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.

Active listening reduces the need for you to talk all day.

Active listening helps to build a wider knowledge base for the organisation.

Active listening improves overall performance against SLAs.

Active listening increases the customer level of satisfaction.

Call management.

Knowledge management.

Problem management.

Incident management.