Pass the HDI HDI World wide Certification HD0-400 Questions and answers with CertsForce

Demonstrating confidence maximises talk time.

Demonstrating confidence increases first contact resolution.

Demonstrating confidence minimises conflicts with customers.

Demonstrating confidence establishes credibility with customers.

Department addresses.

Personal information.

General telephone numbers.

Head office marketing handouts.

Recording all incidents saves the Support Centre money.

Recording all incidents establishes service levels.

Recording all incidents enables the Support Centre to be proactive.

Recording all incidents demonstrates the effectiveness of the Support Centre.

Share the story with your colleagues.

Tell them it was a good effort, but that they are wrong.

Ask them questions about what they have done.

Chuckle quietly to yourself.

Incident monitoring is an ITIL best practice.

Incident monitoring results in improved quality of services.

Incident monitoring is the Support Centre primary function.

Incident monitoring is done by all good Support Centres.

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.

An assertive person respects operating procedures.

An assertive person respects status.

An assertive person respects authority.

An assertive person respects the rights of others.

Using a standard greeting complies with Support Centre standards.

Using a standard greeting makes the customer feel humble.

Using a standard greeting ensures consistent service.

Using a standard greeting prevents individuals developing their own greetings.

Maintaining legal compliance prevents employees from downloading music.

Maintaining legal compliance protects identity information.

Maintaining legal compliance protects your personal rights.

Maintaining legal compliance prevents unauthorised internet usage.

Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.

Incident management is used first, and problem management is used if incident management does not work.

Incident management and problem management are the same.

Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.