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HD0-400 – HDI Qualified Customer Support Specialist

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Showing 4–6 of 10 questions

Question 4

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

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    Pause to allow time for understanding B. Avoid asking the customer for clarification.

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    Avoid using remote control.

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    Take regular breaks during the call.


Question 5

What is a common metric used to measure Support Centre performance?

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    Abandon before answer (ABA)

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    Average time to respond (ATR)

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    Incident quality score (IQS)

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    Total faxes received (TFR)

Question 6

What is the most important reason for using customer satisfaction surveys?

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

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

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

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