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HDI PRACTICE TEST EXAM QUESTIONS WITH 100% CORRECT ANSWERS
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HDI PRACTICE TEST EXAM QUESTIONS WITH 100% CORRECT ANSWERS
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HDI PRACTICE TEST EXAM QUESTIONSWITH 100% CORRECT ANSWERS
Whyiisiitiimportantitoirecognizeiaicustomersipsychologicalineedsiwhenir
esolvingiincidents?i-iCorrectiAnswer-
Unresolvedipsychologicaliissuesicanihaveiainegativeiaffectionitheiresolu
tion.
Aitalkativeicustomericaniresultiiniextendedicallitimes.iWhatiisiaibestipra
cticeiforidisengagingifromiaicustomer?i-iCorrectiAnswer-
Recapitheicustomersiactions
Whichisituationiisimostiappropriateiforiescalation?i-iCorrectiAnswer-
Youihaveiexhaustedialliavailableiresources
Whatiisitheibestiwayitoihandleirequestsithatiareinotisupported?i-
iCorrectiAnswer-
Adviseitheicustomeriofiotherimeansiforigettingiassistance
Whatiisitheimostiimportantireasoniforiprovidingistatusiupdatesitoicusto
mers?i-iCorrectiAnswer-
Customersineeditoiknowiwhenitheyicanigetibackitoiwork.
Whatiisitheibestipracticeiforidocumentingiincidents?i-iCorrectiAnswer-
Useicorrectipunctuation.
,Whatiisibestipracticeiforibuildingipositiveiworkingirelationshipsiwithioth
erigroupsiinitheisupporticenter?i-iCorrectiAnswer-
Shareiyouriknowledge.
Whatiisiaikeyibenefitiofiremoteicontrolitools?i-iCorrectiAnswer-
Decreasesitheisupportiresourcesirequireditoistoreitheiservice.
Whatiisitheibestireasoniforidemonstratingiconfidenceiduringiaicall?i-
iCorrectiAnswer-Putsiyouiinicontroliofitheiconservation.
Whatiisitheibestidescriptioniofiparaphrasing?i-iCorrectiAnswer-
Usingiyouriowniwordsitoiconfirmiyouriunderstandingiofiwhatitheicusto
merihasisaid.
Youihaveiaskediaicustomeritoirebootihisiorihericomputer.iWhatiisitheibe
stiwayitoiuseiyourisilentitime?i-iCorrectiAnswer-Reviewitheicallihistory.
Whatiinformationishouldibeidocumentediforieveryiincident?i-
iCorrectiAnswer-
Alliinformationipertainingitoiattemptediandisuccessfuliresolutions.
Whatiisitheibestireasoniforiloggingialliincidents?i-iCorrectiAnswer-
Providesiinformationithaticanibeireused
, Whatiisimostilikelyibenefitiofiloggingialliincidents?i-iCorrectiAnswer-
Itiallowsitheisupporticenteritoibeiproactive.
Youihaveijustireceivediaicustomericall,ibutithereiareiotheriteamimember
silaughingiandijokingiaroundiiniyouriarea.iWhatiisiyouribesticourseiofiact
ion?i-iCorrectiAnswer-
Askiyouriteamimembersitoipleaseiquietidownibeforeiansweringitheipho
ne.
Whatiisitheibestireasoniforihavingisecurityipoliciesiinitheiserviceiandisup
porticenteri-iCorrectiAnswer-
Theyiprotectitheicompanyiandiit'sicustomers
Whatiisitheibestiexampleiofiactiveilistening?i-iCorrectiAnswer-
Takinginotesiwhileiyouitalkitoitheicustomeriandigoingibackitoithem
Whatiisianiobjectiveiofiserviceimanagementisystems?i-iCorrectiAnswer-
Automateiprocessesiacrossitheiorganizationitoiimproveivalueiofiservice
s.
Whatiisitheibestireasoniforiempathizingiwithitheicustomers?i-
iCorrectiAnswer-
Empathizingiwithitheicustomeriletsitheicustomeriknowithatiyouiunderst
andihowiheiorisheifeels.
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