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

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.

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

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.

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.

Refrain from interrupting the customer.

Tell the customer you feel sorry for them.

Match the customer attitude.

Stop using the customer name.

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.

Work to achieve priorities set by customers.

Decide which calls are correctly processed by level 2 support.

Ensure that analysts close all calls.

Screen calls that are received by the Support Centre.

Knowledge management.

Problem management.

Incident management.

Staff management.

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.

Incident management is only the responsibility of a supervisor or manager.

Incident management is the restoration of services to minimise the impact on the availability of service.

Incident management is making sure that products work properly before they are implemented.

Incident management is prioritising tasks so that the easiest tasks are finished first.

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.

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

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.