HD0-400 HDI Qualified Customer Support Specialist Questions and Answers

Your customer will understand you more easily if you match their communication style.

Your customer will be quiet and listen better if you match their communication style.

You are able to educate the customer in the proper use of terminology if you match their communication style.

You will never get the customer off the phone if you don match their communication style.

Refrain from interrupting the customer.

Tell the customer you feel sorry for them.

Match the customer attitude.

Stop using the customer name.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Use proper language expressions.

Increase the pace of the call.

Repeat everything that the customer says.

Ask open questions.

Leave an amusing sound bite to make the customer laugh.

Provide the customer with an incident or call reference number.

Give the customer your opinion of the second level support team.

Provide the address for the Support Centre Web site.

Refer any business opportunities to the marketing department.

Stop trying to resolve the problem and concentrate on increasing the business.

Recognise opportunities to increase business and know what to do with them.

Log the opportunity so that it can be followed up on at a later date.

The customer will be satisfied by the interaction.

The customer will call you for psychiatric advice.

The customers will be encouraged to talk more.

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.

An operational level agreement is a legal document defining the penalties for failure to comply with the SLA.

An operational level agreement is an agreement between internal support teams and vendors.

An operational level agreement is an agreement between first level support and other internal support teams.

An operational level agreement is an agreement between IT and its customers.

Share the story with your colleagues.

Tell them it was a good effort, but that they are wrong.

Ask them questions about what they have done.

Chuckle quietly to yourself.

There is no difference between open and closed questions.

Closed questions are used to receive short responses, and open questions to encourage conversation.

Closed questions seek elaboration, and open questions seek confirmation.

Open questions are scripted, and closed questions are made up on the spot.

Process management is accomplishing tasks that we can test, report, and improve upon.

Process management is a formal concept that we work with.

Process management is a set of rules that can never be bent or broken.

Process management is red tape that prevents creativity.

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.

No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

Incentives are not provided.

There is little communication outside the team.

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.