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QQ0-400 - HDI Qualified Customer Support Specialist - Dump Information
|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
What is a common metric used to measure Support Centre performance?
- Abandon before answer (ABA)
- Average time to respond (ATR)
- Incident quality score (IQS)
- Total faxes received (TFR)
What is the best reason for reporting all security compromises?
- Reporting security compromises aids in apprehending and prosecuting offenders.
- Reporting security compromises demonstrates that the security policy is working.
- Reporting security compromises facilitates the monitoring of security policies.
- Reporting security compromises helps prevent similar breaches in the future.
What is a best practice to use when assisting an emotional caller?
- Allow the customer to cry until they get it out of their system.
- Ask the customer to pull themselves together.
- Let the customer know you understand how they feel.
- Tell the customer a story about a similar bad experience.
How is confidence demonstrated over the phone?
- Confidence is demonstrated over the phone by using the passive voice.
- 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 isolating problems.
What is the best action to take when sharing a workspace?
- Clean the workspace at the end of each shift.
- Decorate the workspace according to your tastes.
- Partner with someone who has similar work habits.
- Ensure the calendar is displaying the correct date.
What is the most important reason for logging all incidents?
- Logging all incidents allows you to fill all the fields in the incident management system.
- Logging all incidents creates a personal database.
- Logging all incidents creates an audit trail.
- Logging all incidents helps you prove that you were right.
What is the best description of an incident?
- An incident is any call from a customer.
- An incident is a call routed by the ACD.
- An incident is a management statistic.
- An incident is an event that causes an interruption to normal service.
When one of your customers has attempted to resolve their own problem, what is a best practice for encouraging and praising their efforts?
- Ask them questions about what they have done.
- Chuckle quietly to yourself.
- Share the story with your colleagues.
- Tell them it was a good effort, but that they are wrong.
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?
- A web master magazine.
- Senior management meetings.
- Knowledge Centred Support.
- The marketing department.
What should you do if you are helping a customer who has difficulties in communicating because of language differences?
- Let the team know about this problem call.
- Ask the customer to write their question down.
- Tell the customer to call back later.
- Transfer the call to a supervisor.
What is the best reason for using a standard greeting when answering telephone calls?
- Using a standard greeting follows documented procedures.
- Using a standard greeting is part of an incident management process.
- Using a standard greeting saves time.
- Using a standard greeting sets the expectation for the call.
What is a best practice for negotiating with a customer?
- Look at the problem from the customer perspective.
- Only provide a service that is included in the SLA.
- Strictly follow the Support Centre policies.
- Transfer the customer to your supervisor if they disagree with you.
Which statement best characterises an assertive person?
- An assertive person respects authority.
- An assertive person respects operating procedures.
- An assertive person respects status.
- An assertive person respects the rights of others.
Which statement best describes a problem?
- A problem is an incident that exceeds SLA requirements.
- A problem is an incident that occurs several times.
- A problem is an incident that requires multiple resources to resolve.
- A problem is an incident with more than one solution.
Which statement best describes the concept of providing consistent service?
- Priorities are assigned based on the customer abilities.
- Priorities are assigned based on the customer wishes.
- Priorities are assigned based on the service level agreement.
- Priorities are assigned based on the Support Centre call volume.
What is a best practice to follow when leaving a voice message?
- Give the customer your opinion of the second level support team.
- Leave an amusing sound bite to make the customer laugh.
- Provide the customer with an incident or call reference number.
- Provide the address for the Support Centre Web site.
What behaviour should be avoided when talking with a customer on the telephone?
- Addressing the customer by name.
- Asking the customer technical questions.
- Telling the customer to hold.
- Using terms of endearment.
What is a best practice to use to disengage from a customer?
- Tell the customer the office is closing and you will call them tomorrow.
- Tell the customer your queue is backing up.
- Transfer the call to your supervisor.
- Use closed questions.
What is a best practice for acknowledging a customer feelings?
- Apologise to the customer for any inconvenience.
- Ask the customer to call back the next morning to verify that the problem is resolved.
- Inform the customer that the call will be prioritised.
- Tell the customer that calls are delayed because new people are being trained.