HDI Qualified Customer Support Specialist v3.0

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What is a best practice to use to disengage from a customer?

  • A. Tell the customer the office is closing and you will call them tomorrow.
  • B. Tell the customer your queue is backing up.
  • C. Use closed questions.
  • D. Transfer the call to your supervisor.


Answer : C

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 this?

  • A. A web master magazine.
  • B. The marketing department.
  • C. Senior management meetings.
  • D. Knowledge Centred Support.


Answer : D

What is the most likely sign that a conflict is developing?

  • A. The conversation with the customer is unfocused.
  • B. The customer asks multiple questions.
  • C. The customer changes their tone of voice.
  • D. The customer empathises with you.


Answer : C

Which of the following best describes your sales and marketing role within the Support
Centre?

  • A. Refer any business opportunities to the marketing department.
  • B. Stop trying to resolve the problem and concentrate on increasing the business.
  • C. Recognise opportunities to increase business and know what to do with them.
  • D. Log the opportunity so that it can be followed up on at a later date.


Answer : C

What should you do if you are helping a customer who has difficulties in communicating because of language differences?

  • A. Let the team know about this problem call.
  • B. Transfer the call to a supervisor.
  • C. Ask the customer to write their question down.
  • D. Tell the customer to call back later.


Answer : C

What is the best action to take when sharing a workspace?

  • A. Refrain from loading personal software onto computer equipment.
  • B. Shut down the computer equipment at the end of each shift.
  • C. Keep a log of daily activities to share with next shift.
  • D. Label all of your personal property.


Answer : A

How can being empathetic to the customer benefit the Support Centre?

  • A. Being empathetic increases first contact resolution.
  • B. Being empathetic creates a rapport with the customer.
  • C. Being empathetic permits the customer to vent.
  • D. Being empathetic allows you to express your feelings.


Answer : B

What is the best reason for reporting all security compromises?

  • A. Reporting security compromises aids in apprehending and prosecuting offenders.
  • B. Reporting security compromises demonstrates that the security policy is working.
  • C. Reporting security compromises helps prevent similar breaches in the future.
  • D. Reporting security compromises facilitates the monitoring of security policies.


Answer : C

What is a best practice for dealing with an angry customer?

  • A. Do not interrupt the customer.
  • B. Hang up at once.
  • C. Ask the customer to send you an e-mail.
  • D. Defend your position.


Answer : A

What is the best reason for reporting all security compromises?

  • A. Reporting security compromises creates customer awareness.
  • B. Reporting security compromises protects the company and the customer.
  • C. Reporting security compromises gives security access to customers.
  • D. Reporting security compromises increases confidence in the Support Centre.


Answer : B

What is the best reason for documenting processes and procedures?

  • A. Documenting processes and procedures enforces workplace culture.
  • B. Documenting processes and procedures ensures consistent service.
  • C. Documenting processes and procedures keeps you occupied during down time.
  • D. Documenting processes and procedures prevents customers from asking for special treatment.


Answer : B

What is one of the differences between open and closed questions?

  • A. There is no difference between open and closed questions.
  • B. Closed questions are used to receive short responses, and open questions to encourage conversation.
  • C. Closed questions seek elaboration, and open questions seek confirmation.
  • D. Open questions are scripted, and closed questions are made up on the spot.


Answer : B

What is the most likely result of running into a language barrier when handling calls?

  • A. Reduced escalations.
  • B. Shorter talk times.
  • C. Customer frustration.
  • D. Improved customer satisfaction.


Answer : C

Which of the following is most likely to be a barrier to communication?

  • A. The customer position in the business.
  • B. The customer ability to use self-help systems.
  • C. The customer previous experience with the Support Centre.
  • D. The level of support provided by the Support Centre.


Answer : C

Why is it important for you to manage calls?

  • A. Managing calls improves Support Centre credibility.
  • B. Managing calls increases the cost per call.
  • C. Managing calls minimises use of technical terminology.
  • D. Managing calls increases utilisation of the knowledge base.


Answer : A

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Exam contains 120 questions
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