Free Practice Questions for HDI HD0-100 Exam

The customer base

Individual analyst performance

Management performance

Customer service performance

It provides private access

It provides searchable topic fields

It is printable

It is computer-based

Gum chewing is acceptable as long as the customer cannot hear it

Eating is okay as long as you obtain the customer's consent

"Please hold" is an appropriate way to answer the telephone when you are busy

It is customary to pick up the telephone between one to three rings

Pro-active communication

Timely notification to affected parties

Documentation of affected systems and processes

Timely problem resolution

Executive management

Department managers

Everyone

Human resources

Low employee turnover

Low superior-to-subordinate interaction

Low turnover rate between organisations

High employee morale

Customers will receive the same level of professionalism

It is an effective way to handle difficult customers

It is important to put the customer at ease

The close of a telephone call is as important as the greeting

Customer should be prepared to actively listen

Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and competence level

Analyst uses business language

Analyst asks clarifying questions

They are analytical

They are organised

They are empathetic

They are logical

Computer Telephony Integration

Calls, Telephones, and Internet

Customer Telephone Interface

Customised Telephony Intelligence