HD0-400 Sample Questions Answers

Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.

Incident management is used first, and problem management is used if incident management does not work.

Incident management and problem management are the same.

Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.

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.

Recording all incidents saves the Support Centre money.

Recording all incidents establishes service levels.

Recording all incidents enables the Support Centre to be proactive.

Recording all incidents demonstrates the effectiveness of the Support Centre.

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.

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.

Inform the customer that the call will be prioritised.

Apologise to the customer for any inconvenience.

Tell the customer that calls are delayed because new people are being trained.

Ask the customer to call back the next morning to verify that the problem is resolved.

Refrain from interrupting the customer.

Tell the customer you feel sorry for them.

Match the customer attitude.

Stop using the customer name.

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.

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.

Managing calls improves Support Centre credibility.

Managing calls increases the cost per call.

Managing calls minimises use of technical terminology.

Managing calls increases utilisation of the knowledge base.

Escalate the call to your supervisor.

Apologise for any poor service the customer received.

Allocate the blame appropriately.

Pass the call to a technical specialist.

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.

Use proper language expressions.

Increase the pace of the call.

Repeat everything that the customer says.

Ask open questions.

Being empathetic increases first contact resolution.

Being empathetic creates a rapport with the customer.

Being empathetic permits the customer to vent.

Being empathetic allows you to express your feelings.

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.