Free Practice Questions for HDI HD0-400 Exam

Tell the customer the office is closing and you will call them tomorrow.

Tell the customer your queue is backing up.

Use closed questions.

Transfer the call to your supervisor.

Repeat everything that the customer says.

Ask open questions.

Use proper language expressions.

Increase the pace of the call.

Tell the customer the office is closing and you will call them tomorrow.

Transfer the call to your supervisor.

Use closed questions.

Tell the customer your queue is backing up.

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.

Abandon before answer (ABA)

Average time to respond (ATR)

Incident quality score (IQS)

Total faxes received (TFR)

Partner with someone who has similar work habits.

Clean the workspace at the end of each shift.

Decorate the workspace according to your tastes.

Ensure the calendar is displaying the correct date.

Assign a priority level based on how well you know the caller.

Assign a priority level based on the business impact of the incident.

Assign a priority level based on the number of PCs in the department.

Assign a priority level based on how much the customer complains.

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

Teamwork involves competing with others to prove you are the best.

Teamwork involves keeping ideas to yourself in case they do not work.

Teamwork involves working separately to achieve personal goals.

Teamwork involves having all team members participate.

Demonstrating confidence allows you to demonstrate creativity.

Demonstrating confidence enables you to display your skills and knowledge.

Demonstrating confidence prevents complaints about the Support Centre.

Demonstrating confidence puts you in control of calls.