Free Practice Questions for HDI HD0-400 Exam

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.

Do not interrupt the customer.

Hang up at once.

Ask the customer to send you an e-mail.

Defend your position.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures keeps you occupied during down time.

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

Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

Customer satisfaction surveys help to determine if customer service expectations are being met.

Customer satisfaction surveys provide information that can be used to assess blame for problems.

Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.

Refer any business opportunities to the marketing department.

Stop trying to resolve the problem and concentrate on increasing the business.

Recognise opportunities to increase business and know what to do with them.

Log the opportunity so that it can be followed up on at a later date.

Escalate an incident if the customer requests to speak to a manager.

Escalate an incident if the customer begins to complain.

Escalate an incident if the Support Centre is short of staff.

Escalate an incident the customer is emotional.

Takes away from the primary focus of customer service.

Makes you popular with everyone in the organisation.

Establishes effective relationships with other areas of the Support Centre.

Increases hold times.

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.

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

Your customer will understand you more easily if you match their communication style.

Your customer will be quiet and listen better if you match their communication style.

You are able to educate the customer in the proper use of terminology if you match their communication style.

You will never get the customer off the phone if you don match their communication style.