HD0-400 HDI Qualified Customer Support Specialist Questions and Answers

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures keeps you occupied during down time.

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

Build a rapport with your customer.

Identify the best time for your break.

Write an e-mail to a colleague.

Check your e-mail.

Suggest that the customer writes down the steps.

Ask the customer to call back later.

Offer to send the customer an e-mail with the steps.

Tell the customer to concentrate.

Tell the customer that they have a serious incident.

Include the customer in the resolution process.

Agree with the customer comments about the Support Centre.

Reprimand the customer for their tone of voice.

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.

Recording all incidents saves the Support Centre money.

Recording all incidents establishes service levels.

Recording all incidents enables the Support Centre to be proactive.

Recording all incidents demonstrates the effectiveness of the Support Centre.

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.

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.

Place the customer on hold to allow them to calm down.

Direct the customer to the Support Centre web site.

Allow the customer to vent their frustration.

Ask the customer to repeat what they just said.

Closed questions.

Technical questions.

Open questions.

Personal questions.

Remain friendly and understanding.

Perform a number of related incidents at the same time.

Focus on getting the incident resolved.

Take as much time as the customer needs.

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.

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.

A web master magazine.

The marketing department.

Senior management meetings.

Knowledge Centred Support.

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.

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.

Reporting security compromises creates customer awareness.

Reporting security compromises protects the company and the customer.

Reporting security compromises gives security access to customers.

Reporting security compromises increases confidence in the Support Centre.

Resolve all customer incidents without escalation.

Pass all customer inquiries to level 2 support.

Ensure that the customer complies with the SLA.

Manage the customer expectations.

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

Avoid making negative references about the customer in the documentation.

Make sure that others know how the customer treated you by documenting the interaction.

Always take a break before you write anything down.

Use emoticons to communicate the personality of a customer.

Call management.

Knowledge management.

Problem management.

Incident 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.

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.

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.

Document your actions in the incident record.

Provide a valid reason for putting the customer on hold.

Set a reminder so that you don forget the customer.

Ensure that the hold music is working.

Incident monitoring confirms the accuracy of change management.

Incident monitoring identifies opportunities for improvement.

Incident monitoring facilitates problem management.

Incident monitoring authorises configuration management.

No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

Incentives are not provided.

There is little communication outside the team.

Use proper language expressions.

Increase the pace of the call.

Repeat everything that the customer says.

Ask open questions.

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.

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.

An assertive person respects operating procedures.

An assertive person respects status.

An assertive person respects authority.

An assertive person respects the rights of others.

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.

Using a standard greeting complies with Support Centre standards.

Using a standard greeting makes the customer feel humble.

Using a standard greeting ensures consistent service.

Using a standard greeting prevents individuals developing their own greetings.