HDI Qualified Customer Support Specialist (HD0-400) Practice Test

Questions # 11:

What should you do if you are helping a customer who has difficulties in communicating because of language differences?

Options:

Let the team know about this problem call.

Transfer the call to a supervisor.

Ask the customer to write their question down.

Tell the customer to call back later.

Questions # 12:

What is the best reason for using proper grammar and spelling when documenting incidents?

Options:

Not using proper grammar and spelling will anger the customer.

Using proper grammar and spelling is professional.

Using proper grammar and spelling will impress your supervisor.

Not using proper grammar and spelling is sloppy.

Questions # 13:

By treating others in the Support Centre as if they were your customer it:

Options:

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.

Questions # 14:

What is the best reason for maintaining confidentiality in the workplace?

Options:

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.

Questions # 15:

What is a best practice for dealing with an abusive customer?

Options:

Show empathy and sympathy.

Ignore the customer language.

Maintain your professionalism.

Use your active listening skills.

Questions # 16:

What is one of the principles for managing a call?

Options:

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.

Questions # 17:

What is the most likely sign that a conflict is developing?

Options:

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.

Questions # 18:

Which action best illustrates a positive service attitude?

Options:

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.

Questions # 19:

What is the best reason for demonstrating confidence?

Options:

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.

Questions # 20:

Which statement best describes a problem?

Options:

A problem is an incident with more than one solution.

A problem is an incident that exceeds SLA requirements.

A problem is an incident that occurs several times.

A problem is an incident that requires multiple resources to resolve.

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