HDI Qualified Customer Support Specialist
Answers, Braindumps (QQ0-400)
Hi to all and thanks
to www.exams.ws and www.4exam.com But there’s
no need to have it from both of them, only questions
from only one are sufficient I think. Here is my contribution.
Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different
C. A problem is a significant incident with an unknown
D. A problem is a single incident with a known solution.
Which of the following is most likely to be a barrier
A. The customer ability to use self-help systems.
B. The customer previous experience with the Support
C. The customer position in the business.
D. The level of support provided by the Support Centre.
What is the most important reason for using customer
A. Customer satisfaction surveys allow customers to
say what they really think without offending Support
B. Customer satisfaction surveys help to determine
if customer service expectations are being met.
C. Customer satisfaction surveys provide an accurate
set of management reports on SLA performance.
D. Customer satisfaction surveys provide information
that can be used to assess blame for problems.
Abc .com calls with a problem you know they could
solve using the Support Centre web site. What is a
best practice for encouraging the customer to try
A. Ask if they have tried the website and give them
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and
give them the URL.
What is the most important reason why Support Centres
A. Incident monitoring is done by all good Support
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary
D. Incident monitoring results in improved quality
When is it most appropriate to escalate an incident
to a manager?
A. Escalate an incident if the customer begins to
B. Escalate an incident the customer is emotional.
C. Escalate an incident if the customer requests to
speak to a manager.
D. Escalate an incident if the Support Centre is short
What is a best practice for negotiating with Abc .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they
disagree with you.
Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish
the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Your help desk/support centre wishes to become a model
for best practice, what is one of the main sources
of excellent information and advice to help achieve
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.