HDI HD0-400 - HDI Qualified Customer Support Specialist Exam
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Total 120 questions
Question #6 (Topic: )
By treating others in the Support Centre as if they were your customer it:
A. Takes away from the primary focus of customer service.
B. Makes you popular with everyone in the organisation.
C. Establishes effective relationships with other areas of the Support Centre.
D. Increases hold times.
Answer: C
Question #7 (Topic: )
What is a best practice for effective cross-cultural communication?
A. Repeat everything that the customer says.
B. Ask open questions.
C. Use proper language expressions.
D. Increase the pace of the call.
Answer: C
Question #8 (Topic: )
What is the best reason for documenting processes and procedures?
A. Documenting processes and procedures enforces workplace culture.
B. Documenting processes and procedures keeps you occupied during down time.
C. Documenting processes and procedures ensures consistent service.
D. Documenting processes and procedures prevents customers from asking for special treatment.
Answer: C
Question #9 (Topic: )
What is the best description of your role in supporting customers?
A. Resolve all customer incidents without escalation.
B. Pass all customer inquiries to level 2 support.
C. Ensure that the customer complies with the SLA.
D. Manage the customer expectations.
Answer: D
Question #10 (Topic: )
What type of question will best encourage a customer to talk more about their incident?
A. Closed questions.
B. Technical questions.
C. Open questions.
D. Personal questions.
Answer: C
