QQ0-400
HDI
HDI Qualified Customer Support Specialist
Answer:
A
QUESTION:
102
What is a common metric used to measure Support Centre performance?
A. Abandon before answer (ABA)
B.
Average time to respond (ATR)
C. Incident quality score (IQS)
D. Total faxes received (TFR)
Answer:
A
QUESTION:
103
What is the best reason for reporting all security compromises?
A.
Reporting security compromises aids in apprehending and prosecuting offenders.
B.
Reporting security compromises demonstrates that the security policy is working.
C.
Reporting security compromises facilitates the monitoring of security policies.
D.
Reporting security compromises helps prevent similar breaches in the future.
Answer:
D
QUESTION:
104
What is a best practice to use when assisting an emotional caller?
A.
Allow the customer to cry until they get it out of their system.
B.
Ask the customer to pull themselves together.
C.
Let the customer know you understand how they feel.
D.
Tell the customer a story about a similar bad experience.
Answer:
C
QUESTION:
105
How is confidence demonstrated over the phone?
A.
Confidence is demonstrated over the phone by using the passive voice.
B.
Confidence is demonstrated over the phone by taking ownership of incidents.
C.
Confidence is demonstrated over the phone by using a standard greeting.
D.
Confidence is demonstrated over the phone by isolating problems.
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- Fall '20
