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QQ0-400 - HDI Qualified Customer Support Specialist - Dump Information

Vendor	:	HDI
Exam Code	:	QQ0-400
Exam Name	:	HDI Qualified Customer Support Specialist
Questions and Answers	:	120 Q & A
Updated On	:	November 9, 2017
PDF Download Mirror	:	QQ0-400 Brain Dump
Get Full Version	:	Pass4sure QQ0-400 Full Version

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QQ0-400 Questions and Answers

Answer: A

QUESTION: 102

What is a common metric used to measure Support Centre performance?

1. Abandon before answer (ABA)
2. Average time to respond (ATR)
3. Incident quality score (IQS)
4. Total faxes received (TFR)

Answer: A

QUESTION: 103

What is the best reason for reporting all security compromises?

1. Reporting security compromises aids in apprehending and prosecuting offenders.
2. Reporting security compromises demonstrates that the security policy is working.
3. Reporting security compromises facilitates the monitoring of security policies.
4. Reporting security compromises helps prevent similar breaches in the future.

Answer: D

QUESTION: 104

What is a best practice to use when assisting an emotional caller?

1. Allow the customer to cry until they get it out of their system.
2. Ask the customer to pull themselves together.
3. Let the customer know you understand how they feel.
4. Tell the customer a story about a similar bad experience.

Answer: C

QUESTION: 105

How is confidence demonstrated over the phone?

1. Confidence is demonstrated over the phone by using the passive voice.
2. Confidence is demonstrated over the phone by taking ownership of incidents.
3. Confidence is demonstrated over the phone by using a standard greeting.
4. Confidence is demonstrated over the phone by isolating problems.

Answer: B

QUESTION: 106

What is the best action to take when sharing a workspace?

1. Clean the workspace at the end of each shift.
2. Decorate the workspace according to your tastes.
3. Partner with someone who has similar work habits.
4. Ensure the calendar is displaying the correct date.

Answer: A

QUESTION: 107

What is the most important reason for logging all incidents?

1. Logging all incidents allows you to fill all the fields in the incident management system.
2. Logging all incidents creates a personal database.
3. Logging all incidents creates an audit trail.
4. Logging all incidents helps you prove that you were right.

Answer: C

QUESTION: 108

What is the best description of an incident?

1. An incident is any call from a customer.
2. An incident is a call routed by the ACD.
3. An incident is a management statistic.
4. An incident is an event that causes an interruption to normal service.

Answer: D

QUESTION: 109

When one of your customers has attempted to resolve their own problem, what is a best practice for encouraging and praising their efforts?

1. Ask them questions about what they have done.
2. Chuckle quietly to yourself.
3. Share the story with your colleagues.
4. Tell them it was a good effort, but that they are wrong.

Answer: A

QUESTION: 110

Your help desk/support centre wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?

1. A web master magazine.
2. Senior management meetings.
3. Knowledge Centred Support.
4. The marketing department.

Answer: C

QUESTION: 111

What should you do if you are helping a customer who has difficulties in communicating because of language differences?

1. Let the team know about this problem call.
2. Ask the customer to write their question down.
3. Tell the customer to call back later.
4. Transfer the call to a supervisor.

Answer: B

QUESTION: 112

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

1. Using a standard greeting follows documented procedures.
2. Using a standard greeting is part of an incident management process.
3. Using a standard greeting saves time.
4. Using a standard greeting sets the expectation for the call.

Answer: D

QUESTION: 113

What is a best practice for negotiating with a customer?

1. Look at the problem from the customer perspective.
2. Only provide a service that is included in the SLA.
3. Strictly follow the Support Centre policies.
4. Transfer the customer to your supervisor if they disagree with you.

Answer: A

QUESTION: 114

Which statement best characterises an assertive person?

1. An assertive person respects authority.
2. An assertive person respects operating procedures.
3. An assertive person respects status.
4. An assertive person respects the rights of others.

Answer: D

QUESTION: 115

Which statement best describes a problem?

1. A problem is an incident that exceeds SLA requirements.
2. A problem is an incident that occurs several times.
3. A problem is an incident that requires multiple resources to resolve.
4. A problem is an incident with more than one solution.

Answer: B

QUESTION: 116

Which statement best describes the concept of providing consistent service?

1. Priorities are assigned based on the customer abilities.
2. Priorities are assigned based on the customer wishes.
3. Priorities are assigned based on the service level agreement.
4. Priorities are assigned based on the Support Centre call volume.

Answer: C

QUESTION: 117

What is a best practice to follow when leaving a voice message?

1. Give the customer your opinion of the second level support team.
2. Leave an amusing sound bite to make the customer laugh.
3. Provide the customer with an incident or call reference number.
4. Provide the address for the Support Centre Web site.

Answer: C

QUESTION: 118

What behaviour should be avoided when talking with a customer on the telephone?

1. Addressing the customer by name.
2. Asking the customer technical questions.
3. Telling the customer to hold.
4. Using terms of endearment.

Answer: D

QUESTION: 119

What is a best practice to use to disengage from a customer?

1. Tell the customer the office is closing and you will call them tomorrow.
2. Tell the customer your queue is backing up.
3. Transfer the call to your supervisor.
4. Use closed questions.

Answer: D

QUESTION: 120

What is a best practice for acknowledging a customer feelings?

1. Apologise to the customer for any inconvenience.
2. Ask the customer to call back the next morning to verify that the problem is resolved.
3. Inform the customer that the call will be prioritised.
4. Tell the customer that calls are delayed because new people are being trained.

Answer: A