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

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.

Share the story with your colleagues.

Tell them it was a good effort, but that they are wrong.

Ask them questions about what they have done.

Chuckle quietly to yourself.

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.

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

Refrain from loading personal software onto computer equipment.

Shut down the computer equipment at the end of each shift.

Keep a log of daily activities to share with next shift.

Label all of your personal property.

Use standard headers and footers for consistency.

Use emoticons to convey empathy.

Use animation to emphasise your point.

Use different colours to improve readability.

Incident management is only the responsibility of a supervisor or manager.

Incident management is the restoration of services to minimise the impact on the availability of service.

Incident management is making sure that products work properly before they are implemented.

Incident management is prioritising tasks so that the easiest tasks are finished first.

Reporting security compromises creates customer awareness.

Reporting security compromises protects the company and the customer.

Reporting security compromises gives security access to customers.

Reporting security compromises increases confidence in the Support Centre.

Convey a sincere willingness to help the customer.

Respond to your e-mail while taking customer calls.

Recognise that customers may not be technically literate.

Treat customers in the same way they treat you.

Repeat everything that the customer says.

Ask open questions.

Use proper language expressions.

Increase the pace of the call.

Show empathy and sympathy.

Ignore the customer language.

Maintain your professionalism.

Use your active listening skills.

Refrain from interrupting the customer.

Tell the customer you feel sorry for them.

Match the customer attitude.

Stop using the customer name.

Maintaining confidentiality in the workplace shields your manager from blame.

Maintaining confidentiality in the workplace protects customers from embarrassment.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

Good leaders do not need to offer incentives.

Good leaders make all the decisions for their staff.

Good leaders encourage initiative.

Good leaders demonstrate absolute control over their teams.

Unsuccessful teams have sufficient time to perform tasks.

Unsuccessful teams contain unmotivated team members.

Unsuccessful teams set clear goals.

Unsuccessful teams are proactive.

Tell the customer that they have a serious incident.

Include the customer in the resolution process.

Agree with the customer comments about the Support Centre.

Reprimand the customer for their tone of voice.

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.

Remain friendly and understanding.

Perform a number of related incidents at the same time.

Focus on getting the incident resolved.

Take as much time as the customer needs.