HD0-400 Exam Dumps - HDI Qualified Customer Support Specialist

Use standard headers and footers for consistency.

Use emoticons to convey empathy.

Use animation to emphasise your point.

Use different colours to improve readability.

A problem is a significant incident with an unknown cause.

A problem is a group of incidents that recur occasionally.

A problem is a group of incidents with different symptoms.

A problem is a single incident with a known solution.

The customer will be satisfied by the interaction.

The customer will call you for psychiatric advice.

The customers will be encouraged to talk more.

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures ensures consistent service.

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

Ask if they have tried the website and give them the answer.

Respectfully talk them through the self-help process.

Send them an e-mail with a link to the web site.

Tell them that the answer is on the web site and give them the URL.

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.

Place the customer on hold to allow them to calm down.

Direct the customer to the Support Centre web site.

Allow the customer to vent their frustration.

Ask the customer to repeat what they just said.

Log the call and tell the customer you will call back.

Log as much of the call as you understand.

Log the call and escalate the incident to a technical specialist.

Log the call and tell a colleague about the incident.

Sharing knowledge.

Logging every call.

Reporting security violations.

Taking more than your share of calls.

The primary objective of a change management process is to improve content in the knowledge base.

The primary objective of a change management process is to minimise the impact of changes.

The primary objective of a change management process is to identify who initiated the change.

The primary objective of a change management process is to publicise changes.

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.

Confidence is demonstrated over the phone by taking ownership of incidents.

Confidence is demonstrated over the phone by using a standard greeting.

Confidence is demonstrated over the phone by using the passive voice.

Confidence is demonstrated over the phone by isolating problems.

Document your actions in the incident record.

Provide a valid reason for putting the customer on hold.

Set a reminder so that you don forget the customer.

Ensure that the hold music is working.

A web master magazine.

The marketing department.

Senior management meetings.

Knowledge Centred Support.