HDI HD0-400 - HDI Qualified Customer Support Specialist Exam

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Total 120 questions

How can active listening help you?

  • A. Active listening reduces the need for you to talk all day.
  • B. Active listening helps to build a wider knowledge base for the organisation.
  • C. Active listening improves overall performance against SLAs.
  • D. Active listening increases the customer level of satisfaction.


Answer : D

What is a best practice for keeping the customer attention focused on the resolution?

  • A. Suggest that the customer writes down the steps.
  • B. Ask the customer to call back later.
  • C. Offer to send the customer an e-mail with the steps.
  • D. Tell the customer to concentrate.


Answer : A

Which statement best describes a problem?

  • A. A problem is a significant incident with an unknown cause.
  • B. A problem is a group of incidents that recur occasionally.
  • C. A problem is a group of incidents with different symptoms.
  • D. A problem is a single incident with a known solution.


Answer : A

What is the best reason for using a standard greeting when answering telephone calls?

  • A. Using a standard greeting complies with Support Centre standards.
  • B. Using a standard greeting makes the customer feel humble.
  • C. Using a standard greeting ensures consistent service.
  • D. Using a standard greeting prevents individuals developing their own greetings.


Answer : C

When is it most appropriate to escalate an incident to a manager?

  • A. Escalate an incident if the customer requests to speak to a manager.
  • B. Escalate an incident if the customer begins to complain.
  • C. Escalate an incident if the Support Centre is short of staff.
  • D. Escalate an incident the customer is emotional.


Answer : A

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Total 120 questions