HDI HD0-400 HDI Qualified Customer Support Specialist Exam Practice Test

A problem is an incident with more than one solution.

A problem is an incident that exceeds SLA requirements.

A problem is an incident that occurs several times.

A problem is an incident that requires multiple resources to resolve.

Ask if they have tried the website and give them the answer.

Respectfully talk them through the self-help process.

Send them an e-mail with a link to the web site.

Tell them that the answer is on the web site and give them the URL.

Asking the customer technical questions.

Using terms of endearment.

Addressing the customer by name.

Telling the customer to hold.

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.

Abandon before answer (ABA)

Average time to respond (ATR)

Incident quality score (IQS)

Total faxes received (TFR)

Pause to allow time for understanding

Avoid asking the customer for clarification.

Avoid using remote control.

Take regular breaks during the call.

Identify the best time for your break.

Build a rapport with your customer.

Check your e-mail.

Write an e-mail to a colleague.

Displaying a good service attitude will improve customer performance.

Displaying a good service attitude will create a positive impression of the Support Centre.

Displaying a good service attitude will reflect well in your performance evaluations.

Displaying a good service attitude will help meet service levels.

Average speed to answer.

First contact resolution.

Availability.

Abandon before answer.

Write long explanations of processes.

Use abbreviations to speed up the writing process.

Review the e-mail before you send it.

Include emoticons to be friendly.

A web master magazine.

The marketing department.

Knowledge Centred Support.

Senior management meetings.

Assign a priority level based on how well you know the caller.

Assign a priority level based on the business impact of the incident.

Assign a priority level based on the number of PCs in the department.

Assign a priority level based on how much the customer complains.

Convey a sincere willingness to help the customer.

Respond to your e-mail while taking customer calls.

Recognise that customers may not be technically literate.

Treat customers in the same way they treat you.

There is no difference between open and closed questions.

Closed questions are used to receive short responses, and open questions to encourage conversation.

Closed questions seek elaboration, and open questions seek confirmation.

Open questions are scripted, and closed questions are made up on the spot.

Give each customer an answer on first contact.

Escalate all calls within 10 minutes if no answer is available.

Provide all callers with the same quality of service.

Answer all calls within 15 seconds or 3 rings.

Refrain from loading personal software onto computer equipment.

Shut down the computer equipment at the end of each shift.

Keep a log of daily activities to share with next shift.

Label all of your personal property.

Escalate the call to your supervisor.

Apologise for any poor service the customer received.

Allocate the blame appropriately.

Pass the call to a technical specialist.

Let the customer know you understand how they feel.

Allow the customer to cry until they get it out of their system.

Tell the customer a story about a similar bad experience.

Ask the customer to pull themselves together.