HDI HD0-400 Dumps

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.

Give each customer an answer on first contact.

Escalate all calls within 10 minutes if no answer is available.

Provide all callers with the same quality of service.

Answer all calls within 15 seconds or 3 rings.

Being empathetic increases first contact resolution.

Being empathetic creates a rapport with the customer.

Being empathetic permits the customer to vent.

Being empathetic allows you to express your feelings.

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.

Managing calls improves Support Centre credibility.

Managing calls increases the cost per call.

Managing calls minimises use of technical terminology.

Managing calls increases utilisation of the knowledge base.

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.

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.

An incident is a call routed by the ACD.

An incident is an event that causes an interruption to normal service.

An incident is any call from a customer.

An incident is a management statistic.

Team members work only their allotted hours.

Team members help each other.

Team members work alone.

Management encourages extensive overtime.

Assign a priority level based on how well you know the caller.

Assign a priority level based on the business impact of the incident.

Assign a priority level based on the number of PCs in the department.

Assign a priority level based on how much the customer complains.

Incentives are not provided.

There is little communication outside the team.

No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

The caller emotional state.

The caller connection to the Support Centre.

The incident impact on the Support Centre.

The incident impact on the business.

Asking the customer technical questions.

Using terms of endearment.

Addressing the customer by name.

Telling the customer to hold.

Only provide a service that is included in the SLA.

Look at the problem from the customer perspective.

Transfer the customer to your supervisor if they disagree with you.

Strictly follow the Support Centre policies.

Tell the customer that they have a serious incident.

Include the customer in the resolution process.

Agree with the customer comments about the Support Centre.

Reprimand the customer for their tone of voice.

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.

Improved overall quality of service provided.

Enhanced career opportunities across the organisation.

Increased capability for technical support and delivery.

Better employees with more skills.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures prevents customers from asking for special treatment.