HDI Qualified Customer Support Specialist v3.0 (HD0-400)

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Total 126 questions

What is a best practice to use to disengage from a customer?

  • A. Tell the customer the office is closing and you will call them tomorrow.
  • B. Transfer the call to your supervisor.
  • C. Use closed questions.
  • D. Tell the customer your queue is backing up.


Answer : C

What is the most important role of support centre services?

  • A. Support centre services provides the customer with a department to blame.
  • B. Support centre services serves as the customer single point of contact.
  • C. Support centre services educates customers about application software.
  • D. Support centre services provides technical solutions to all calls.


Answer : B

What is the best description of an incident?

  • A. An incident is a call routed by the ACD.
  • B. An incident is an event that causes an interruption to normal service.
  • C. An incident is any call from a customer.
  • D. An incident is a management statistic.


Answer : B

What is a best practice to use when assisting an emotional caller?

  • A. Let the customer know you understand how they feel.
  • B. Allow the customer to cry until they get it out of their system.
  • C. Tell the customer a story about a similar bad experience.
  • D. Ask the customer to pull themselves together.


Answer : A

What is the most likely result of gaining a better understanding of a customer underlying psychological needs? B.The customer business needs will be misunderstood.

  • A. The customer will be satisfied by the interaction.
  • B. The customer will call you for psychiatric advice.
  • C. The customers will be encouraged to talk more.


Answer : A

What is a best practice when helping a customer whose native language is different to yours?

  • A. Pause to allow time for understanding
  • B. Avoid asking the customer for clarification.
  • C. Avoid using remote control.
  • D. Take regular breaks during the call.


Answer : A

What is the best reason for displaying a good service attitude?

  • A. Displaying a good service attitude will improve customer performance.
  • B. Displaying a good service attitude will create a positive impression of the Support Centre.
  • C. Displaying a good service attitude will reflect well in your performance evaluations.
  • D. Displaying a good service attitude will help meet service levels.


Answer : B

A customer calls with a problem you know they could solve using the Support Centre web site. What is a best practice for encouraging the customer to try self-help?

  • A. Ask if they have tried the website and give them the answer.
  • B. Respectfully talk them through the self-help process.
  • C. Send them an e-mail with a link to the web site.
  • D. Tell them that the answer is on the web site and give them the URL.


Answer : B

Which statement best characterises a friendly and supportive workplace?

  • A. Team members work only their allotted hours.
  • B. Team members help each other.
  • C. Team members work alone.
  • D. Management encourages extensive overtime.


Answer : B

Which statement best describes a good leader?

  • A. Good leaders do not need to offer incentives.
  • B. Good leaders make all the decisions for their staff.
  • C. Good leaders encourage initiative.
  • D. Good leaders demonstrate absolute control over their teams.


Answer : C

Which action best illustrates a positive service attitude?

  • A. Convey a sincere willingness to help the customer.
  • B. Respond to your e-mail while taking customer calls.
  • C. Recognise that customers may not be technically literate.
  • D. Treat customers in the same way they treat you.


Answer : A

What is a best practice for reducing conflict?

  • A. Place the customer on hold to allow them to calm down.
  • B. Direct the customer to the Support Centre web site.
  • C. Allow the customer to vent their frustration.
  • D. Ask the customer to repeat what they just said.


Answer : C

What is a best practice for acknowledging a customer feelings?

  • A. Tell the customer that they have a serious incident.
  • B. Include the customer in the resolution process.
  • C. Agree with the customer comments about the Support Centre.
  • D. Reprimand the customer for their tone of voice.


Answer : B

What is the benefit of good teamwork to an organisation?

  • A. Improved overall quality of service provided.
  • B. Enhanced career opportunities across the organisation.
  • C. Increased capability for technical support and delivery.
  • D. Better employees with more skills.


Answer : A

What is a best practice for negotiating with a customer?

  • A. Only provide a service that is included in the SLA.
  • B. Look at the problem from the customer perspective.
  • C. Transfer the customer to your supervisor if they disagree with you.
  • D. Strictly follow the Support Centre policies.


Answer : B

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Total 126 questions