HDI PRACTICE TEST CARDS
QUESTIONS AND ANSWERS19
Why is it important to recognize a customers psychological needs when resolving incidents? -
ANSWERS-Unresolved psychological issues can have a negative affect on the resolution.
A talkative customer can result in extended call times. What is a best practice for disengaging
from a customer? - ANSWERS-Recap the customers actions
Which situation is most appropriate for escalation? - ANSWERS-You have exhausted all available
resources
What is the best way to handle requests that are not supported? - ANSWERS-Advise the
customer of other means for getting assistance
What is the most important reason for providing status updates to customers? - ANSWERS-
Customers need to know when they can get back to work.
What is the best practice for documenting incidents? - ANSWERS-Use correct punctuation.
What is best practice for building positive working relationships with other groups in the
support center? - ANSWERS-Share your knowledge.
What is a key benefit of remote control tools? - ANSWERS-Decreases the support resources
required to store the service.
,What is the best reason for demonstrating confidence during a call? - ANSWERS-Puts you in
control of the conservation.
What is the best description of paraphrasing? - ANSWERS-Using your own words to confirm
your understanding of what the customer has said.
You have asked a customer to reboot his or her computer. What is the best way to use your
silent time? - ANSWERS-Review the call history.
What information should be documented for every incident? - ANSWERS-All information
pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSWERS-Provides information that can be
reused
What is most likely benefit of logging all incidents? - ANSWERS-It allows the support center to
be proactive.
You have just received a customer call, but there are other team members laughing and joking
around in your area. What is your best course of action? - ANSWERS-Ask your team members to
please quiet down before answering the phone.
What is the best reason for having security policies in the service and support center -
ANSWERS-They protect the company and it's customers
What is the best example of active listening? - ANSWERS-Taking notes while you talk to the
customer and going back to them
What is an objective of service management systems? - ANSWERS-Automate processes across
the organization to improve value of services.
, What is the best reason for empathizing with the customers? - ANSWERS-Empathizing with the
customer lets the customer know that you understand how he or she feels.
What action should be *AVOIDED* when documenting incidents? - ANSWERS-Recording the
customers emotions
What do key performance indicators measure? - ANSWERS-Achievement of organizational goals
A customer with an important presentation to give in one hour is upset because the document
won't print. You ask the customer questions about the incident, but the customer keeps talking
about what will happen if the document is not available. What should you do to get the
customer to refocus on the incident? - ANSWERS-Allow the customer to vent.
What is an important benefit of active listening? - ANSWERS-Active listening improves the
quality of the incident analysis.
A customer calls because she is having trouble accessing the internet. The customer is angry
that this incident keeps recurring and begins to complain about the network team. What is your
best way to respond to the customer? - ANSWERS-Empathize with the customer before
addressing the incident.
What is first contact resolution? - ANSWERS-The percentage of incidents resolves during the
initial and only interaction with the customer.
When is it most appropriate to escalate incidents to a supervisor? - ANSWERS-Escalate an
incident if the incident has a high business or financial impact.
What is the best description of a team? - ANSWERS-A team is a group of people working as one
unit.
QUESTIONS AND ANSWERS19
Why is it important to recognize a customers psychological needs when resolving incidents? -
ANSWERS-Unresolved psychological issues can have a negative affect on the resolution.
A talkative customer can result in extended call times. What is a best practice for disengaging
from a customer? - ANSWERS-Recap the customers actions
Which situation is most appropriate for escalation? - ANSWERS-You have exhausted all available
resources
What is the best way to handle requests that are not supported? - ANSWERS-Advise the
customer of other means for getting assistance
What is the most important reason for providing status updates to customers? - ANSWERS-
Customers need to know when they can get back to work.
What is the best practice for documenting incidents? - ANSWERS-Use correct punctuation.
What is best practice for building positive working relationships with other groups in the
support center? - ANSWERS-Share your knowledge.
What is a key benefit of remote control tools? - ANSWERS-Decreases the support resources
required to store the service.
,What is the best reason for demonstrating confidence during a call? - ANSWERS-Puts you in
control of the conservation.
What is the best description of paraphrasing? - ANSWERS-Using your own words to confirm
your understanding of what the customer has said.
You have asked a customer to reboot his or her computer. What is the best way to use your
silent time? - ANSWERS-Review the call history.
What information should be documented for every incident? - ANSWERS-All information
pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSWERS-Provides information that can be
reused
What is most likely benefit of logging all incidents? - ANSWERS-It allows the support center to
be proactive.
You have just received a customer call, but there are other team members laughing and joking
around in your area. What is your best course of action? - ANSWERS-Ask your team members to
please quiet down before answering the phone.
What is the best reason for having security policies in the service and support center -
ANSWERS-They protect the company and it's customers
What is the best example of active listening? - ANSWERS-Taking notes while you talk to the
customer and going back to them
What is an objective of service management systems? - ANSWERS-Automate processes across
the organization to improve value of services.
, What is the best reason for empathizing with the customers? - ANSWERS-Empathizing with the
customer lets the customer know that you understand how he or she feels.
What action should be *AVOIDED* when documenting incidents? - ANSWERS-Recording the
customers emotions
What do key performance indicators measure? - ANSWERS-Achievement of organizational goals
A customer with an important presentation to give in one hour is upset because the document
won't print. You ask the customer questions about the incident, but the customer keeps talking
about what will happen if the document is not available. What should you do to get the
customer to refocus on the incident? - ANSWERS-Allow the customer to vent.
What is an important benefit of active listening? - ANSWERS-Active listening improves the
quality of the incident analysis.
A customer calls because she is having trouble accessing the internet. The customer is angry
that this incident keeps recurring and begins to complain about the network team. What is your
best way to respond to the customer? - ANSWERS-Empathize with the customer before
addressing the incident.
What is first contact resolution? - ANSWERS-The percentage of incidents resolves during the
initial and only interaction with the customer.
When is it most appropriate to escalate incidents to a supervisor? - ANSWERS-Escalate an
incident if the incident has a high business or financial impact.
What is the best description of a team? - ANSWERS-A team is a group of people working as one
unit.
