HD0-400 HDI Qualified Customer Support Specialist Questions and Answers

Reporting security compromises aids in apprehending and prosecuting offenders.

Reporting security compromises demonstrates that the security policy is working.

Reporting security compromises helps prevent similar breaches in the future.

Reporting security compromises facilitates the monitoring of security policies.

Treat others in the same way they treat you.

Treat others nicely if they can help you.

Share gossip about other teams.

Share your knowledge.

The customer position in the business.

The customer ability to use self-help systems.

The customer previous experience with the Support Centre.

The level of support provided by the Support Centre.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Average speed to answer.

First contact resolution.

Availability.

Abandon before answer.

Process management is red tape that prevents creativity.

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

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

Process management is a formal concept that we work with.

Let the customer know you understand how they feel.

Allow the customer to cry until they get it out of their system.

Tell the customer a story about a similar bad experience.

Ask the customer to pull themselves together.

Team members work only their allotted hours.

Team members help each other.

Team members work alone.

Management encourages extensive overtime.

Providing status updates demonstrates sympathy for the customer.

Providing status updates is required by the SLA.

Providing status updates ensures that you control the call.

Providing status updates reduces the number of inbound calls.

Using a standard greeting is part of an incident management process.

Using a standard greeting saves time.

Using a standard greeting follows documented procedures.

Using a standard greeting sets the expectation for the call.

Ignore the stress.

Talk to someone about your concerns.

Drink more water.

Take short naps when you can.

Improved overall quality of service provided.

Enhanced career opportunities across the organisation.

Increased capability for technical support and delivery.

Better employees with more skills.

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.

Suggest that the customer writes down the steps.

Ask the customer to call back later.

Offer to send the customer an e-mail with the steps.

Tell the customer to concentrate.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures prevents customers from asking for special treatment.