HDI PRACTICE TEST QUESTIONS AND
ANSWERS 100% ACCURATE
Why is it important to recognize a customers psychological needs when resolving
incidents? - ANSWER-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? - ANSWER-Recap the customers actions
Which situation is most appropriate for escalation? - ANSWER-You have exhausted all
available resources
What is the best way to handle requests that are not supported? - ANSWER-Advise the
customer of other means for getting assistance
What is the most important reason for providing status updates to customers? -
ANSWER-Customers need to know when they can get back to work.
What is the best practice for documenting incidents? - ANSWER-Use correct
punctuation.
What is best practice for building positive working relationships with other groups in the
support center? - ANSWER-Share your knowledge.
What is a key benefit of remote control tools? - ANSWER-Decreases the support
resources required to store the service.
What is the best reason for demonstrating confidence during a call? - ANSWER-Puts
you in control of the conservation.
What is the best description of paraphrasing? - ANSWER-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? - ANSWER-Review the call history.
What information should be documented for every incident? - ANSWER-All information
pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSWER-Provides information that
can be reused
, What is most likely benefit of logging all incidents? - ANSWER-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? - ANSWER-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 -
ANSWER-They protect the company and it's customers
What is the best example of active listening? - ANSWER-Taking notes while you talk to
the customer and going back to them
What is an objective of service management systems? - ANSWER-Automate processes
across the organization to improve value of services.
What is the best reason for empathizing with the customers? - ANSWER-Empathizing
with the customer lets the customer know that you understand how he or she feels.
What action should be *AVOIDED* when documenting incidents? - ANSWER-
Recording the customers emotions
What do key performance indicators measure? - ANSWER-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? - ANSWER-Allow the
customer to vent.
What is an important benefit of active listening? - ANSWER-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? - ANSWER-Empathize with the
customer before addressing the incident.
What is first contact resolution? - ANSWER-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? - ANSWER-Escalate
an incident if the incident has a high business or financial impact.
ANSWERS 100% ACCURATE
Why is it important to recognize a customers psychological needs when resolving
incidents? - ANSWER-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? - ANSWER-Recap the customers actions
Which situation is most appropriate for escalation? - ANSWER-You have exhausted all
available resources
What is the best way to handle requests that are not supported? - ANSWER-Advise the
customer of other means for getting assistance
What is the most important reason for providing status updates to customers? -
ANSWER-Customers need to know when they can get back to work.
What is the best practice for documenting incidents? - ANSWER-Use correct
punctuation.
What is best practice for building positive working relationships with other groups in the
support center? - ANSWER-Share your knowledge.
What is a key benefit of remote control tools? - ANSWER-Decreases the support
resources required to store the service.
What is the best reason for demonstrating confidence during a call? - ANSWER-Puts
you in control of the conservation.
What is the best description of paraphrasing? - ANSWER-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? - ANSWER-Review the call history.
What information should be documented for every incident? - ANSWER-All information
pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSWER-Provides information that
can be reused
, What is most likely benefit of logging all incidents? - ANSWER-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? - ANSWER-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 -
ANSWER-They protect the company and it's customers
What is the best example of active listening? - ANSWER-Taking notes while you talk to
the customer and going back to them
What is an objective of service management systems? - ANSWER-Automate processes
across the organization to improve value of services.
What is the best reason for empathizing with the customers? - ANSWER-Empathizing
with the customer lets the customer know that you understand how he or she feels.
What action should be *AVOIDED* when documenting incidents? - ANSWER-
Recording the customers emotions
What do key performance indicators measure? - ANSWER-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? - ANSWER-Allow the
customer to vent.
What is an important benefit of active listening? - ANSWER-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? - ANSWER-Empathize with the
customer before addressing the incident.
What is first contact resolution? - ANSWER-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? - ANSWER-Escalate
an incident if the incident has a high business or financial impact.
