HD0-400 Sample Questions Answers

The customer position in the business.

The customer ability to use self-help systems.

The customer previous experience with the Support Centre.

The level of support provided by the Support Centre.

Priorities are assigned based on the customer abilities.

Priorities are assigned based on the Support Centre call volume.

Priorities are assigned based on the customer wishes.

Priorities are assigned based on the service level agreement.

Using a standard greeting is part of an incident management process.

Using a standard greeting saves time.

Using a standard greeting follows documented procedures.

Using a standard greeting sets the expectation for the call.

Process management is accomplishing tasks that we can test, report, and improve upon.

Process management is a formal concept that we work with.

Process management is a set of rules that can never be bent or broken.

Process management is red tape that prevents creativity.

Average speed to answer.

First contact resolution.

Availability.

Abandon before answer.

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.

Resolve all customer incidents without escalation.

Pass all customer inquiries to level 2 support.

Ensure that the customer complies with the SLA.

Manage the customer expectations.

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.

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.

I appreciate how critical this problem is for you right now.

You have all of my sympathy right now.

Have you ever used this system before?

I know youe angry, but that won help the situation.

Answer every call on the first ring.

Humour customers when they need to vent.

Call customers back to ensure satisfaction.

Focus your attention on the customer.

Pause to allow time for understanding

Avoid asking the customer for clarification.

Avoid using remote control.

Take regular breaks during the call.

Demonstrating confidence maximises talk time.

Demonstrating confidence increases first contact resolution.

Demonstrating confidence minimises conflicts with customers.

Demonstrating confidence establishes credibility with customers.

Avoid making negative references about the customer in the documentation.

Make sure that others know how the customer treated you by documenting the interaction.

Always take a break before you write anything down.

Use emoticons to communicate the personality of a customer.

Write long explanations of processes.

Use abbreviations to speed up the writing process.

Review the e-mail before you send it.

Include emoticons to be friendly.

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.

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.

Work to achieve priorities set by customers.

Decide which calls are correctly processed by level 2 support.

Ensure that analysts close all calls.

Screen calls that are received by the Support Centre.

Identify the best time for your break.

Build a rapport with your customer.

Check your e-mail.

Write an e-mail to a colleague.

Build a rapport with your customer.

Identify the best time for your break.

Write an e-mail to a colleague.

Check your e-mail.

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.

Abandon before answer (ABA)

Average time to respond (ATR)

Incident quality score (IQS)

Total faxes received (TFR)

Use proper language expressions.

Increase the pace of the call.

Repeat everything that the customer says.

Ask open questions.

No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

Incentives are not provided.

There is little communication outside the team.

Providing status updates demonstrates sympathy for the customer.

Providing status updates is required by the SLA.

Providing status updates ensures that you control the call.

Providing status updates reduces the number of inbound calls.

Listen to colleagues when customers talk to you.

Let customers know your personal accomplishments.

Actively listen to customers when they talk to you.

Feel sorry for your customers if they are troubled.

Using a standard greeting complies with Support Centre standards.

Using a standard greeting makes the customer feel humble.

Using a standard greeting ensures consistent service.

Using a standard greeting prevents individuals developing their own greetings.

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

Sharing knowledge.

Logging every call.

Reporting security violations.

Taking more than your share of calls.

Do not interrupt the customer.

Hang up at once.

Ask the customer to send you an e-mail.

Defend your position.

Unsuccessful teams have sufficient time to perform tasks.

Unsuccessful teams contain unmotivated team members.

Unsuccessful teams set clear goals.

Unsuccessful teams are proactive.

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.

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.