HDI PRACTICE TEST CARDS|119
QUESTIONS AND ANSWERS
Why is it important to recognize a customers psychological needs when
resolving incidents? - -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? - -Recap the customers actions
- Which situation is most appropriate for escalation? - -You have exhausted
all available resources
- What is the best way to handle requests that are not supported? - -Advise
the customer of other means for getting assistance
- What is the most important reason for providing status updates to
customers? - -Customers need to know when they can get back to work.
- What is the best practice for documenting incidents? - -Use correct
punctuation.
- What is best practice for building positive working relationships with other
groups in the support center? - -Share your knowledge.
- What is a key benefit of remote control tools? - -Decreases the support
resources required to store the service.
- What is the best reason for demonstrating confidence during a call? - -Puts
you in control of the conservation.
- What is the best description of paraphrasing? - -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? - -Review the call history.
- What information should be documented for every incident? - -All
information pertaining to attempted and successful resolutions.
- What is the best reason for logging all incidents? - -Provides information
that can be reused
, - What is most likely benefit of logging all incidents? - -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?
- -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 - -They protect the company and it's customers
- What is the best example of active listening? - -Taking notes while you talk
to the customer and going back to them
- What is an objective of service management systems? - -Automate
processes across the organization to improve value of services.
- What is the best reason for empathizing with the customers? - -
Empathizing with the customer lets the customer know that you understand
how he or she feels.
- What action should be *AVOIDED* when documenting incidents? - -
Recording the customers emotions
- What do key performance indicators measure? - -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? - -Allow the customer to vent.
- What is an important benefit of active listening? - -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?
- -Empathize with the customer before addressing the incident.
- What is first contact resolution? - -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? - -
Escalate an incident if the incident has a high business or financial impact.
QUESTIONS AND ANSWERS
Why is it important to recognize a customers psychological needs when
resolving incidents? - -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? - -Recap the customers actions
- Which situation is most appropriate for escalation? - -You have exhausted
all available resources
- What is the best way to handle requests that are not supported? - -Advise
the customer of other means for getting assistance
- What is the most important reason for providing status updates to
customers? - -Customers need to know when they can get back to work.
- What is the best practice for documenting incidents? - -Use correct
punctuation.
- What is best practice for building positive working relationships with other
groups in the support center? - -Share your knowledge.
- What is a key benefit of remote control tools? - -Decreases the support
resources required to store the service.
- What is the best reason for demonstrating confidence during a call? - -Puts
you in control of the conservation.
- What is the best description of paraphrasing? - -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? - -Review the call history.
- What information should be documented for every incident? - -All
information pertaining to attempted and successful resolutions.
- What is the best reason for logging all incidents? - -Provides information
that can be reused
, - What is most likely benefit of logging all incidents? - -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?
- -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 - -They protect the company and it's customers
- What is the best example of active listening? - -Taking notes while you talk
to the customer and going back to them
- What is an objective of service management systems? - -Automate
processes across the organization to improve value of services.
- What is the best reason for empathizing with the customers? - -
Empathizing with the customer lets the customer know that you understand
how he or she feels.
- What action should be *AVOIDED* when documenting incidents? - -
Recording the customers emotions
- What do key performance indicators measure? - -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? - -Allow the customer to vent.
- What is an important benefit of active listening? - -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?
- -Empathize with the customer before addressing the incident.
- What is first contact resolution? - -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? - -
Escalate an incident if the incident has a high business or financial impact.
