HD0-400 Practice Exam Questions with Answers HDI Qualified Customer Support Specialist Certification

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The marketing department.

Knowledge Centred Support.

Senior management meetings.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Build a rapport with your customer.

Identify the best time for your break.

Write an e-mail to a colleague.

Check your e-mail.

Priorities are assigned based on the customer abilities.

Priorities are assigned based on the Support Centre call volume.

Priorities are assigned based on the customer wishes.

Priorities are assigned based on the service level agreement.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures ensures consistent service.

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

Escalate all incidents to other groups.

Log and document all incidents.

Resolve each incident to the customer satisfaction.

Conduct customer satisfaction surveys for each incident.

Closed questions.

Technical questions.

Open questions.

Personal questions.

Logging all incidents creates an audit trail.

Logging all incidents allows you to fill all the fields in the incident management system.

Logging all incidents helps you prove that you were right.

Logging all incidents creates a personal database.

Tell the customer the office is closing and you will call them tomorrow.

Transfer the call to your supervisor.

Use closed questions.

Tell the customer your queue is backing up.

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.

Asking the customer technical questions.

Using terms of endearment.

Addressing the customer by name.

Telling the customer to hold.

Support products that are contained in the service level agreement.

Agree with customers, even if they are mistaken.

Provide customers with an incident reference number.

Keep customers informed of the steps being taken to resolve their problem.

Partner with someone who has similar work habits.

Clean the workspace at the end of each shift.

Decorate the workspace according to your tastes.

Ensure the calendar is displaying the correct date.

An assertive person respects operating procedures.

An assertive person respects status.

An assertive person respects authority.

An assertive person respects the rights of others.

Knowledge management.

Incident management.

Staff management.

Problem management.

Matching the communication style of your customer improves the overall efficiency of the Support Centre.

Matching the communication style of your customer increases understanding.

Matching the communication style of your customer establishes you as their preferred contact.

Matching the communication style of your customer helps build friendships.

Reduced escalations.

Shorter talk times.

Customer frustration.

Improved customer satisfaction.

Define the scope of the services provided.

Enforce the consistency of the workplace culture.

Ensure that the customer receives consistent service.

Prevent customers from asking for special treatment.

Leave an amusing sound bite to make the customer laugh.

Provide the customer with an incident or call reference number.

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

Provide the address for the Support Centre Web site.

Using a standard greeting is part of an incident management process.

Using a standard greeting saves time.

Using a standard greeting follows documented procedures.

Using a standard greeting sets the expectation for the call.

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.

You and your team are judged on the quality of your documentation.

Management may read the documentation.

Using proper grammar and spelling improves your confidence.

Your team mates will laugh at you if your spelling is poor.

Incident monitoring confirms the accuracy of change management.

Incident monitoring identifies opportunities for improvement.

Incident monitoring facilitates problem management.

Incident monitoring authorises configuration management.

Listen to the customer description of the incident.

Provide the customer with details of the SLA.

Use the CRM system to guide the call.

Ask the customer for a written communication.

Good leaders do not need to offer incentives.

Good leaders make all the decisions for their staff.

Good leaders encourage initiative.

Good leaders demonstrate absolute control over their teams.

Set up a video link so you can gesture.

Speak louder and slower for clarification.

Use slang to put the customer at ease.

Moderate the pace of the call.

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

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

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

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

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

Improved overall quality of service provided.

Enhanced career opportunities across the organisation.

Increased capability for technical support and delivery.

Better employees with more skills.

Refer any business opportunities to the marketing department.

Stop trying to resolve the problem and concentrate on increasing the business.

Recognise opportunities to increase business and know what to do with them.

Log the opportunity so that it can be followed up on at a later date.

Reporting security compromises aids in apprehending and prosecuting offenders.

Reporting security compromises demonstrates that the security policy is working.

Reporting security compromises helps prevent similar breaches in the future.

Reporting security compromises facilitates the monitoring of security policies.