HD0-400 HDI Qualified Customer Support Specialist Question and Answers

Unsuccessful teams have sufficient time to perform tasks.

Unsuccessful teams contain unmotivated team members.

Unsuccessful teams set clear goals.

Unsuccessful teams are proactive.

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.

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.

Use paraphrasing to repeat the customer words back to them.

Using paraphrasing gives the customer a chance to tell you if you have understood them.

Using paraphrasing increases the customer knowledge of technical terminology.

Use paraphrasing to tell the customer what they should have done.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Answer every call on the first ring.

Humour customers when they need to vent.

Call customers back to ensure satisfaction.

Focus your attention on the customer.

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.

Sharing knowledge.

Logging every call.

Reporting security violations.

Taking more than your share of calls.

Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

Customer satisfaction surveys help to determine if customer service expectations are being met.

Customer satisfaction surveys provide information that can be used to assess blame for problems.

Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.

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.

Treat others in the same way they treat you.

Treat others nicely if they can help you.

Share gossip about other teams.

Share your knowledge.

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 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.

Maintaining confidentiality in the workplace shields your manager from blame.

Maintaining confidentiality in the workplace protects customers from embarrassment.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

Maintaining confidentiality in the workplace helps meet Support Centre targets.