Pass the HDI World wide Certification HD0-400 Questions and answers with ExamsMirror

Demonstrating confidence maximises talk time.

Demonstrating confidence increases first contact resolution.

Demonstrating confidence minimises conflicts with customers.

Demonstrating confidence establishes credibility with customers.

An operational level agreement is a legal document defining the penalties for failure to comply with the SLA.

An operational level agreement is an agreement between internal support teams and vendors.

An operational level agreement is an agreement between first level support and other internal support teams.

An operational level agreement is an agreement between IT and its customers.

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.

Your customer may be king, but you are the technical wizard.

Unresolved psychological issues have a negative effect on problem solving.

The customer technical needs must be addressed first and foremost to ensure satisfaction.

The customer is always right and should always get their own way.

A team is a forum for creativity and self expression.

A team is a group of people working to accomplish the same goals.

A team is an open, honest environment.

A team is a group of strong personalities.

Support centre services provides technical solutions to all calls.

Support centre services educates customers about application software.

Support centre services provides the customer with a department to blame.

Support centre services serves as the customer single point of contact.

Use paraphrasing to repeat the customer words back to them.

Using paraphrasing gives the customer a chance to tell you if you have understood them.

Using paraphrasing increases the customer knowledge of technical terminology.

Use paraphrasing to tell the customer what they should have done.

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.

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.

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.