HDI HD0-400 - HDI Qualified Customer Support Specialist Exam
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Total 120 questions
Question #1 (Topic: )
How can active listening help you?
A. Active listening reduces the need for you to talk all day.
B. Active listening helps to build a wider knowledge base for the organisation.
C. Active listening improves overall performance against SLAs.
D. Active listening increases the customer level of satisfaction.
Answer: D
Question #2 (Topic: )
What is a best practice for keeping the customer attention focused on the resolution?
A. Suggest that the customer writes down the steps.
B. Ask the customer to call back later.
C. Offer to send the customer an e-mail with the steps.
D. Tell the customer to concentrate.
Answer: A
Question #3 (Topic: )
Which statement best describes a problem?
A. A problem is a significant incident with an unknown cause.
B. A problem is a group of incidents that recur occasionally.
C. A problem is a group of incidents with different symptoms.
D. A problem is a single incident with a known solution.
Answer: A
Question #4 (Topic: )
What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting complies with Support Centre standards.
B. Using a standard greeting makes the customer feel humble.
C. Using a standard greeting ensures consistent service.
D. Using a standard greeting prevents individuals developing their own greetings.
Answer: C
Question #5 (Topic: )
When is it most appropriate to escalate an incident to a manager?
A. Escalate an incident if the customer requests to speak to a manager.
B. Escalate an incident if the customer begins to complain.
C. Escalate an incident if the Support Centre is short of staff.
D. Escalate an incident the customer is emotional.
Answer: A
