HDI PRACTICE TEST CARDS EXAM with Questions and Answers A+ Verified
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Course
HDI PRACTICE CARDS
Institution
HDI PRACTICE CARDS
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 demonstratin...
HDI PRACTICE TEST CARDS EXAM
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.
Why is it important to recognize a customers psychological needs when
resolving incidents? - ✔✔Unresolved psychological issues can have a negative
affect on the resolution.
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.
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
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
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