Latest PDF of HD0-400: HDI Qualified Customer Support Specialist

HDI Qualified Customer Support Specialist Practice Test

HD0-400 test Format | Course Contents | Course Outline | test Syllabus | test Objectives

EXAM CODE: HD0-400
EXAM NAME: HDI Qualified Customer Support Specialist

This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.

Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences- This skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support.

HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.

Unit 1: Your Role in Service and Support
The Service & Support Center
The Role of CSR
The Value of a CSR
Understanding the Business
Unit 2: Communication Essentials
Communication Essentials
Active Listening
Voice Components
Effective Word Choices
Written Communication
Effective Cross-Cultural Communication
Unit 3: Troubleshooting & Incident Management
Troubleshooting and Problem-solving
The Incident Management Process
Unit 4: Customer Management Skills
Challenging Customer Behaviors
Emotional Intelligence
Expressing Empathy
Managing Customer Behaviors
Stress Management

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HD0-400
HDI Qualified Customer Support Specialist
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QUESTION: 110
How can being empathetic to the customer benefit the Support Centre?
1. Being empathetic allows you to express your feelings.
2. Being empathetic creates a rapport with the customer.
3. Being empathetic increases first contact resolution.
4. Being empathetic permits the customer to vent.
Answer: B
QUESTION: 111
What is a best practice for helping Troytec.com who feels inconvenienced?
1. Allocate the blame appropriately.
2. Apologise for any poor service the customer received.
3. Escalate the call to your supervisor.
4. Pass the call to a technical specialist.
Answer: B
QUESTION: 112
What is the most important role of support centre services?
1. Support centre services provides technical solutions to all calls.
2. Support centre services serves as the customer single point of contact.
3. Support centre services educates customers about application software.
4. Support centre services provides the customer with a department to blame.
Answer: B
QUESTION: 113
What is the most important reason for logging all incidents?
1. Logging all incidents allows you to fill all the fields in the incident management system.
2. Logging all incidents creates a personal database.
3. Logging all incidents creates an audit trail.
4. Logging all incidents helps you prove that you were right.
Answer: C
QUESTION: 114
What is the best reason for using paraphrasing?
1. Using paraphrasing gives the customer a chance to tell you if you have understood them.
2. Using paraphrasing increases the customer knowledge of technical terminology.
3. Use paraphrasing to repeat the customer words back to them.
4. Use paraphrasing to tell the customer what they should have done.
Answer: A
QUESTION: 115
What is the best reason for reporting all security compromises?
1. Reporting security compromises aids in apprehending and prosecuting offenders.
2. Reporting security compromises demonstrates that the security policy is working.
3. Reporting security compromises facilitates the monitoring of security policies.
4. Reporting security compromises helps prevent similar breaches in the future.
Answer: D
QUESTION: 116
Which statement best describes unsuccessful teams?
1. Unsuccessful teams are proactive.
2. Unsuccessful teams contain unmotivated team members.
3. Unsuccessful teams have sufficient time to perform tasks.
4. Unsuccessful teams set clear goals.
Answer: B
QUESTION: 117
What type of question will best encourage Troytec.com to talk more about their incident?
1. Closed questions.
2. Open questions.
3. Technical questions.
4. Personal questions.
Answer: B
QUESTION: 118
What should you do if you are helping Troytec.com who has difficulties in communicating because of language differences?
1. Let the team know about this problem call.
2. Ask the customer to write their question down.
3. Tell the customer to call back later.
4. Transfer the call to a supervisor.
Answer: B
QUESTION: 119
What is a best practice for acknowledging Troytec.com feelings?
1. Agree with the customer comments about the Support Centre.
2. Include the customer in the resolution process.
3. Reprimand the customer for their tone of voice.
4. Tell the customer that they have a serious incident.
Answer: B
QUESTION: 120
Which of the following techniques is the best one for reducing and eliminating conflict during a call?
1. Match the customer attitude.
2. Refrain from interrupting the customer.
3. Stop using the customer name.
4. Tell the customer you feel sorry for them.
Answer: B

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HDI Qualified Customer Support Specialist Practice Test

HD0-400 test Format | Course Contents | Course Outline | test Syllabus | test Objectives

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