HD0-400 HDI Qualified Customer Support Specialist Questions and Answers

A team is a forum for creativity and self expression.

A team is a group of people working to accomplish the same goals.

A team is an open, honest environment.

A team is a group of strong personalities.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Team members work only their allotted hours.

Team members help each other.

Team members work alone.

Management encourages extensive overtime.

Document your actions in the incident record.

Provide a valid reason for putting the customer on hold.

Set a reminder so that you don forget the customer.

Ensure that the hold music is working.

Confidence is demonstrated over the phone by taking ownership of incidents.

Confidence is demonstrated over the phone by using a standard greeting.

Confidence is demonstrated over the phone by using the passive voice.

Confidence is demonstrated over the phone by isolating problems.

Ignore the stress.

Talk to someone about your concerns.

Drink more water.

Take short naps when you can.

Demonstrating confidence maximises talk time.

Demonstrating confidence increases first contact resolution.

Demonstrating confidence minimises conflicts with customers.

Demonstrating confidence establishes credibility with customers.

Identify the best time for your break.

Build a rapport with your customer.

Check your e-mail.

Write an e-mail to a colleague.

Your customers will want to talk to you whenever they call.

Your customers will know that you understand how they feel.

Your customers will know that you can fix their problem for them.

Your customers will know that you feel sorry for them.

I appreciate how critical this problem is for you right now.

You have all of my sympathy right now.

Have you ever used this system before?

I know youe angry, but that won help the situation.

Providing status updates demonstrates sympathy for the customer.

Providing status updates is required by the SLA.

Providing status updates ensures that you control the call.

Providing status updates reduces the number of inbound calls.

Pause to allow time for understanding

Avoid asking the customer for clarification.

Avoid using remote control.

Take regular breaks during the call.

Reduced escalations.

Shorter talk times.

Customer frustration.

Improved customer satisfaction.

Refrain from loading personal software onto computer equipment.

Shut down the computer equipment at the end of each shift.

Keep a log of daily activities to share with next shift.

Label all of your personal property.

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.