Free HD0-400 – HDI Qualified Customer Support Specialist Practice Test Question

Select an option, then click Submit answer.

• ○

  Work to achieve priorities set by customers.

• ○

  Decide which calls are correctly processed by level 2 support.

• ○

  Ensure that analysts close all calls.

• ○

  Screen calls that are received by the Support Centre.
  
  
  

Select an option, then click Submit answer.

• ○

  Use standard headers and footers for consistency.

• ○

  Use emoticons to convey empathy.

• ○

  Use animation to emphasise your point.

• ○

  Use different colours to improve readability.
  
  
  

Select an option, then click Submit answer.

• ○

  A problem is a significant incident with an unknown cause.

• ○

  A problem is a group of incidents that recur occasionally.

• ○

  A problem is a group of incidents with different symptoms.

• ○

  A problem is a single incident with a known solution.
  
  

Select an option, then click Submit answer.

• ○

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

• ○

  Avoid using remote control.

• ○

  Take regular breaks during the call.
  
  
  

Select an option, then click Submit answer.

• ○

  Abandon before answer (ABA)

• ○

  Average time to respond (ATR)

• ○

  Incident quality score (IQS)

• ○

  Total faxes received (TFR)
  
  

Select an option, then click Submit answer.

• ○

  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.
  
  
  

Select an option, then click Submit answer.

• ○

  The purpose of incident management is to manage the service level agreement.

• ○

  The purpose of incident management is to manage the customer expectation.

• ○

  The purpose of incident management is to restore normal service as quickly as possible.

• ○

  The purpose of incident management is to ensure that all calls are logged.
  
  
  

Select an option, then click Submit answer.

• ○

  Using a standard greeting complies with Support Centre standards.

• ○

  Using a standard greeting makes the customer feel humble.

• ○

  Using a standard greeting ensures consistent service.

• ○

  Using a standard greeting prevents individuals developing their own greetings.
  
  
  

Select an option, then click Submit answer.

• ○

  Teamwork involves competing with others to prove you are the best.

• ○

  Teamwork involves keeping ideas to yourself in case they do not work.

• ○

  Teamwork involves working separately to achieve personal goals.

• ○

  Teamwork involves having all team members participate.
  
  
  

Select an option, then click Submit answer.

• ○

  Build a rapport with your customer.

• ○

  Identify the best time for your break.

• ○

  Write an e-mail to a colleague.

• ○

  Check your e-mail.