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

Escalate an incident if the customer requests to speak to a manager.

Escalate an incident if the customer begins to complain.

Escalate an incident if the Support Centre is short of staff.

Escalate an incident the customer is emotional.

Escalate all incidents to other groups.

Log and document all incidents.

Resolve each incident to the customer satisfaction.

Conduct customer satisfaction surveys for each incident.

Improved overall quality of service provided.

Enhanced career opportunities across the organisation.

Increased capability for technical support and delivery.

Better employees with more skills.

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.

Average speed to answer.

First contact resolution.

Availability.

Abandon before answer.

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.

Tell the customer the office is closing and you will call them tomorrow.

Tell the customer your queue is backing up.

Use closed questions.

Transfer the call to your supervisor.

Reporting security compromises creates customer awareness.

Reporting security compromises protects the company and the customer.

Reporting security compromises gives security access to customers.

Reporting security compromises increases confidence in the Support Centre.

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.

Your customer will understand you more easily if you match their communication style.

Your customer will be quiet and listen better if you match their communication style.

You are able to educate the customer in the proper use of terminology if you match their communication style.

You will never get the customer off the phone if you don match their communication style.