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HDI HD0-400 Exam - HDI: Qualified Customer Support Specialist

Questions & Answers for HDI HD0-400

Showing 1-15 of 120 Questions

Question #1

What behaviour should be avoided when talking with a customer on the telephone?

A. Asking the customer technical questions.

B. Using terms of endearment.

C. Addressing the customer by name.

D. Telling the customer to hold.

Question #2

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.

Question #3

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.

Question #4

The best reason for documenting procedures is to:

A. Define the scope of the services provided.

B. Enforce the consistency of the workplace culture.

C. Ensure that the customer receives consistent service.

D. Prevent customers from asking for special treatment.

Question #5

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.

Question #6

What is a best practice to follow when leaving a voice message?

A. Leave an amusing sound bite to make the customer laugh.

B. Provide the customer with an incident or call reference number.

C. Give the customer your opinion of the second level support team.

D. Provide the address for the Support Centre Web site.

Question #7

What is the most important reason for maintaining legal compliance in the Support Centre?

A. Maintaining legal compliance protects your managers.

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

C. Maintaining legal compliance protects you from blame.

D. Maintaining legal compliance protects the organisation assets.

Question #8

By treating others in the Support Centre as if they were your customer it:

A. Takes away from the primary focus of customer service.

B. Makes you popular with everyone in the organisation.

C. Establishes effective relationships with other areas of the Support Centre.

D. Increases hold times.

Question #9

What is a best practice for helping a customer who feels inconvenienced?

A. Escalate the call to your supervisor.

B. Apologise for any poor service the customer received.

C. Allocate the blame appropriately.

D. Pass the call to a technical specialist.

Question #10

Which comment will best acknowledge your customer emotions?

A. I appreciate how critical this problem is for you right now.

B. You have all of my sympathy right now.

C. Have you ever used this system before?

D. I know youe angry, but that won help the situation.

Question #11

How is confidence demonstrated over the phone?

A. Confidence is demonstrated over the phone by taking ownership of incidents.

B. Confidence is demonstrated over the phone by using a standard greeting.

C. Confidence is demonstrated over the phone by using the passive voice.

D. Confidence is demonstrated over the phone by isolating problems.

Question #12

Which action best illustrates responsible team behaviour?

A. Sharing knowledge.

B. Logging every call.

C. Reporting security violations.

D. Taking more than your share of calls.

Question #13

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.

Question #14

What is the best reason for using proper grammar and spelling when documenting
incidents?

A. Not using proper grammar and spelling will anger the customer.

B. Using proper grammar and spelling is professional.

C. Using proper grammar and spelling will impress your supervisor.

D. Not using proper grammar and spelling is sloppy.

Question #15

What is the best description of your role in supporting customers?

A. Resolve all customer incidents without escalation.

B. Pass all customer inquiries to level 2 support.

C. Ensure that the customer complies with the SLA.

D. Manage the customer expectations.

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