HDI HD0-400 HDI Qualified Customer Support Specialist Exam Practice Test

Customer satisfaction surveys are required by the service level agreement.

Customer satisfaction surveys identify whether customer expectations are being met.

Customer satisfaction surveys are a useful source for marketing statistics.

Customer satisfaction surveys provide management with data required to create a schedule for the Support Centre.

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.

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.

Set up a video link so you can gesture.

Speak louder and slower for clarification.

Use slang to put the customer at ease.

Moderate the pace of the call.

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.

Using paraphrasing increases the customer knowledge of technical terminology.

Use paraphrasing to tell the customer what they should have done.

Using paraphrasing gives the customer a chance to tell you if you have understood them.

Use paraphrasing to repeat the customer words back to them.

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.

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

Team members work only their allotted hours.

Team members help each other.

Team members work alone.

Management encourages extensive overtime.

Place the customer on hold to allow them to calm down.

Direct the customer to the Support Centre web site.

Allow the customer to vent their frustration.

Ask the customer to repeat what they just said.

Do not interrupt the customer.

Hang up at once.

Ask the customer to send you an e-mail.

Defend your position.

Reduced escalations.

Shorter talk times.

Customer frustration.

Improved customer satisfaction.

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.

Incident monitoring is an ITIL best practice.

Incident monitoring results in improved quality of services.

Incident monitoring is the Support Centre primary function.

Incident monitoring is done by all good Support Centres.

Support products that are contained in the service level agreement.

Agree with customers, even if they are mistaken.

Provide customers with an incident reference number.

Keep customers informed of the steps being taken to resolve their problem.

Managing calls improves Support Centre credibility.

Managing calls increases the cost per call.

Managing calls minimises use of technical terminology.

Managing calls increases utilisation of the knowledge base.

Maintaining legal compliance protects your managers.

Maintaining legal compliance prevents other teams seeing what the Support Centre does.

Maintaining legal compliance protects you from blame.

Maintaining legal compliance protects the organisation assets.

You and your team are judged on the quality of your documentation.

Management may read the documentation.

Using proper grammar and spelling improves your confidence.

Your team mates will laugh at you if your spelling is poor.