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

Logging all incidents creates an audit trail.

Logging all incidents allows you to fill all the fields in the incident management system.

Logging all incidents helps you prove that you were right.

Logging all incidents creates a personal database.

Refer any business opportunities to the marketing department.

Stop trying to resolve the problem and concentrate on increasing the business.

Recognise opportunities to increase business and know what to do with them.

Log the opportunity so that it can be followed up on at a later date.

Reduced escalations.

Shorter talk times.

Customer frustration.

Improved customer satisfaction.

Inform the customer that the call will be prioritised.

Apologise to the customer for any inconvenience.

Tell the customer that calls are delayed because new people are being trained.

Ask the customer to call back the next morning to verify that the problem is resolved.

Talk time.

Calls abandoned before answered.

Agent availability.

Productivity.

Repeat everything that the customer says.

Ask open questions.

Use proper language expressions.

Increase the pace of the call.

Sharing knowledge.

Logging every call.

Reporting security violations.

Taking more than your share of calls.

Do not interrupt the customer.

Hang up at once.

Ask the customer to send you an e-mail.

Defend your position.

Maintaining confidentiality in the workplace shields your manager from blame.

Maintaining confidentiality in the workplace protects customers from embarrassment.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

No goals are established, they are not needed.

Processes are used effectively to maintain service quality.

Incentives are not provided.

There is little communication outside the team.