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HD0-400 Exam Dumps : HDI Qualified Customer Support Specialist

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HDI Qualified Customer Support Specialist Questions and Answers

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Question 1

What behaviour should be avoided when talking with a customer on the telephone?

Options:

A.

Asking the customer technical questions.

B.

Using terms of endearment.

C.

Addressing the customer by name.

D.

Telling the customer to hold.

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Question 2

What factor is most important in determining the priority of an incident?

Options:

A.

The caller emotional state.

B.

The caller connection to the Support Centre.

C.

The incident impact on the Support Centre.

D.

The incident impact on the business.

Question 3

What is a best practice for acknowledging a customer feelings?

Options:

A.

Tell the customer that they have a serious incident.

B.

Include the customer in the resolution process.

C.

Agree with the customer comments about the Support Centre.

D.

Reprimand the customer for their tone of voice.

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