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Top Tips for Passing the HDI HD0-400 Exam on Your First Try

Questions 21

Which action best illustrates excellent customer service?

Options:

A.

Listen to colleagues when customers talk to you.

B.

Let customers know your personal accomplishments.

C.

Actively listen to customers when they talk to you.

D.

Feel sorry for your customers if they are troubled.

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Questions 22

What is a best practice for effective cross-cultural communication?

Options:

A.

Use proper language expressions.

B.

Increase the pace of the call.

C.

Repeat everything that the customer says.

D.

Ask open questions.

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Questions 23

What is the most important role of support centre services?

Options:

A.

Support centre services provides technical solutions to all calls.

B.

Support centre services educates customers about application software.

C.

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

D.

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

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Questions 24

What statement best describes the purpose of incident management?

Options:

A.

The purpose of incident management is to manage the service level agreement.

B.

The purpose of incident management is to manage the customer expectation.

C.

The purpose of incident management is to restore normal service as quickly as possible.

D.

The purpose of incident management is to ensure that all calls are logged.

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Questions 25

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

Options:

A.

Average speed to answer.

B.

First contact resolution.

C.

Availability.

D.

Abandon before answer.

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Questions 26

Which Support Centre process provides a framework for collaboration, provides information to customers, and lowers the overall cost of support?

Options:

A.

Knowledge management.

B.

Problem management.

C.

Incident management.

D.

Staff management.

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Questions 27

What is the best reason for using paraphrasing?

Options:

A.

Using paraphrasing increases the customer knowledge of technical terminology.

B.

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

C.

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

D.

Use paraphrasing to repeat the customer words back to them.

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Questions 28

Which of the following is most likely to be a barrier to communication?

Options:

A.

The customer position in the business.

B.

The customer ability to use self-help systems.

C.

The customer previous experience with the Support Centre.

D.

The level of support provided by the Support Centre.

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Questions 29

What is the best description of process management?

Options:

A.

Process management is red tape that prevents creativity.

B.

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

C.

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

D.

Process management is a formal concept that we work with.

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Questions 30

What is the most important reason for using customer satisfaction surveys?

Options:

A.

Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

B.

Customer satisfaction surveys help to determine if customer service expectations are being met.

C.

Customer satisfaction surveys provide information that can be used to assess blame for problems.

D.

Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.

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Exam Code: HD0-400
Exam Name: HDI Qualified Customer Support Specialist
Last Update: Jul 25, 2024
Questions: 120

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