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

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.

Use proper language expressions.

Increase the pace of the call.

Repeat everything that the customer says.

Ask open questions.

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.

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

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

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

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

Average speed to answer.

First contact resolution.

Availability.

Abandon before answer.

Knowledge management.

Problem management.

Incident management.

Staff management.

Using paraphrasing increases the customer knowledge of technical terminology.

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

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

Use paraphrasing to repeat the customer words back to them.

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.

Process management is red tape that prevents creativity.

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

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

Process management is a formal concept that we work with.

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.