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QQ0-400 - HDI Qualified Customer Support Specialist - Dump Information

Vendor : HDI
Exam Code : QQ0-400
Exam Name : HDI Qualified Customer Support Specialist
Questions and Answers : 120 Q & A
Updated On : January 19, 2018
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QQ0-400 Questions and Answers

QQ0-400


Answer: A


QUESTION: 102

What is a common metric used to measure Support Centre performance?


  1. Abandon before answer (ABA)

  2. Average time to respond (ATR)

  3. Incident quality score (IQS)

  4. Total faxes received (TFR)


Answer: A


QUESTION: 103

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: 104

What is a best practice to use when assisting an emotional caller?


  1. Allow the customer to cry until they get it out of their system.

  2. Ask the customer to pull themselves together.

  3. Let the customer know you understand how they feel.

  4. Tell the customer a story about a similar bad experience.


Answer: C


QUESTION: 105

How is confidence demonstrated over the phone?


  1. Confidence is demonstrated over the phone by using the passive voice.

  2. Confidence is demonstrated over the phone by taking ownership of incidents.

  3. Confidence is demonstrated over the phone by using a standard greeting.

  4. Confidence is demonstrated over the phone by isolating problems.


Answer: B


QUESTION: 106

What is the best action to take when sharing a workspace?


  1. Clean the workspace at the end of each shift.

  2. Decorate the workspace according to your tastes.

  3. Partner with someone who has similar work habits.

  4. Ensure the calendar is displaying the correct date.


Answer: A


QUESTION: 107

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: 108

What is the best description of an incident?


  1. An incident is any call from a customer.

  2. An incident is a call routed by the ACD.

  3. An incident is a management statistic.

  4. An incident is an event that causes an interruption to normal service.


Answer: D


QUESTION: 109

When one of your customers has attempted to resolve their own problem, what is a best practice for encouraging and praising their efforts?


  1. Ask them questions about what they have done.

  2. Chuckle quietly to yourself.

  3. Share the story with your colleagues.

  4. Tell them it was a good effort, but that they are wrong.


Answer: A


QUESTION: 110

Your help desk/support centre wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?


  1. A web master magazine.

  2. Senior management meetings.

  3. Knowledge Centred Support.

  4. The marketing department.


Answer: C


QUESTION: 111

What should you do if you are helping a customer 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: 112

What is the best reason for using a standard greeting when answering telephone calls?


  1. Using a standard greeting follows documented procedures.

  2. Using a standard greeting is part of an incident management process.

  3. Using a standard greeting saves time.

  4. Using a standard greeting sets the expectation for the call.


Answer: D


QUESTION: 113

What is a best practice for negotiating with a customer?


  1. Look at the problem from the customer perspective.

  2. Only provide a service that is included in the SLA.

  3. Strictly follow the Support Centre policies.

  4. Transfer the customer to your supervisor if they disagree with you.


Answer: A


QUESTION: 114

Which statement best characterises an assertive person?


  1. An assertive person respects authority.

  2. An assertive person respects operating procedures.

  3. An assertive person respects status.

  4. An assertive person respects the rights of others.


Answer: D


QUESTION: 115

Which statement best describes a problem?


  1. A problem is an incident that exceeds SLA requirements.

  2. A problem is an incident that occurs several times.

  3. A problem is an incident that requires multiple resources to resolve.

  4. A problem is an incident with more than one solution.


Answer: B


QUESTION: 116

Which statement best describes the concept of providing consistent service?


  1. Priorities are assigned based on the customer abilities.

  2. Priorities are assigned based on the customer wishes.

  3. Priorities are assigned based on the service level agreement.

  4. Priorities are assigned based on the Support Centre call volume.


Answer: C


QUESTION: 117

What is a best practice to follow when leaving a voice message?


  1. Give the customer your opinion of the second level support team.

  2. Leave an amusing sound bite to make the customer laugh.

  3. Provide the customer with an incident or call reference number.

  4. Provide the address for the Support Centre Web site.


Answer: C


QUESTION: 118

What behaviour should be avoided when talking with a customer on the telephone?


  1. Addressing the customer by name.

  2. Asking the customer technical questions.

  3. Telling the customer to hold.

  4. Using terms of endearment.


Answer: D


QUESTION: 119

What is a best practice to use to disengage from a customer?


  1. Tell the customer the office is closing and you will call them tomorrow.

  2. Tell the customer your queue is backing up.

  3. Transfer the call to your supervisor.

  4. Use closed questions.


Answer: D


QUESTION: 120

What is a best practice for acknowledging a customer feelings?


  1. Apologise to the customer for any inconvenience.

  2. Ask the customer to call back the next morning to verify that the problem is resolved.

  3. Inform the customer that the call will be prioritised.

  4. Tell the customer that calls are delayed because new people are being trained.


Answer: A


HDI QQ0-400 Exam (HDI Qualified Customer Support Specialist) Detailed Information

Professional Certifications
Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam. In addition to these role based certifications, HDI offers certification in KCS Principles and ITIL Foundation®.
View a complete list of HDI certification courses and get started today!
See HDI Certification Courses >>
HDI Certification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The HDI Standards may be purchased separately. HDI members may download the standards for free.
HDI Support Center Certification
HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world. The certification program conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM).
Certification Courses
HomeCertificationProfessional CertificationsCertification Courses
HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.
Role and Knowledge Based
HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. In addition, HDI offers certification in KCSSM Principles and ITIL Foundations. All HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.
Are you interested in achieving your own certification? Please take a look at the certification courses listed below. If you have any questions, please contact an account manager or call our Customer Care Center at 1.800.248.5667 for immediate assistance.
HDI Customer Service Representative Public Classroom Virtual Classroom Online Course Onsite
Discover how to make every customer interaction a great one.
HDI Support Center Analyst Public Classroom Virtual Classroom Online Course Onsite
Develop the skills to create exceptional customer experiences.
HDI Desktop Support Technician Public Classroom Virtual Classroom Online Course Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Technical Support Professional Public Classroom Virtual Classroom Online Course Onsite
Enhance the skills to elevate the customer experience
HDI Support Center Team Lead Public Classroom Virtual Classroom Online Course Onsite
Hone the essential leadership skills required to enhance team performance.
HDI Support Center Manager Public Classroom Virtual Classroom Onsite
Leverage people, processes, and technology to meet service demands.
HDI Desktop Support Manager Public Classroom Virtual Classroom Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Support Center Director Public Classroom Onsite
Strategically lead the service and support organization and increase business value.
KCS Foundation Public Classroom Virtual Classroom Online Course Onsite
Gain awareness of knowledge management best practices and concepts of the KCS methodology
KCS Principles Public Classroom Virtual Classroom Onsite
Learn the practical steps for capturing, storing, and successfully reusing knowledge
HDI Problem Management Professional Public Classroom Virtual Classroom Onsite
Refine your problem management skills to handle incidents before they begin.
HDI Certified Instructor Public Classroom Virtual Classroom Onsite
Gain or further your recognition as an industry expert when you get authorized to deliver HDI courses.
ITIL® Foundation Public Classroom Onsite
Learn the language of IT Service Management and the processes that support it.
Coaching Skills for Quality Support Public Classroom Onsite
Coaching skills to improve quality processes and practices in technical service and support organizations.
Online Exam Retake Fee Public Classroom Onsite
Online Exam Retake Fee
Annual Exam Insurance Public Classroom Onsite
Exam Insurance
Online Exam Extension Fee Public Classroom Onsite
Online Exam Extension Fee
Certification Standards
HomeCertificationCertification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam.
All HDI Certification Exams are based solely on the HDI Certification Standards and not on the content in the HDI Courses. HDI Courses are designed to assist a student preparing for an HDI Certification Exam. They reinforce the core concepts of the HDI Certification Standards and provide skills building opportunities for the attendees.
HDI Support Center Certification is the ultimate recognition for your support center's commitment to excellence, efficiency, and service quality. The certification is based on the HDI Support Center Standard, an internationally recognized standard developed by the HDI International Certification Standards Committee. This committee is comprised of support industry practitioners and experts from across the world.
Benefits of Certification
Operational Efficiencies
Organizations find tremendous value in the certification process because it unites their support management and teams around a common mission. Those who have received certification report that the process helped their organization align with the corporate business objectives, improved operational efficiencies and effectiveness, increased employee productivity, optimized performance monitoring and reporting, and fostered customer satisfaction and retention.
Recognition
Show both your customers and the industry at large that providing the highest quality service is of paramount importance to your business model. Certification provides ample opportunity to publicize and promote your support center’s achievement to your executive management team, your customers, and your industry peers.
Employee Morale and Retention
Earning the certification affirms your support center is a positive and rewarding working environment — an environment dedicated to employee training, career development, recognition, and productivity.
Competitive Advantage
Achieving certification recognizes your successful pursuit of optimal service quality and helps you attract new customers and keep existing ones. Place the HDI Certified Support Center logo on your marketing materials, business cards, and signage, and show the world that you’ve joined an elite community of world-class support centers.
Read about Aetna's journey to excellence.
How to Become Certified
To become an HDI Certified Support Center, your support center must achieve a minimum score in each of eight categories, as well as a minimum overall score. An on-site audit of your support center will be conducted by an HDI Certified Auditor.
The certification is valid for two years. To maintain the certification, your support center must demonstrate a continued commitment to the HDI Support Standard by passing a renewal audit every two years following the initial certification.
Watch how Canon Solutions America became HDI Certified for Exceptional Technical Support.
Prices
HDI Support Center Certification Audit: $30,000
HDI Support Center Certification Renewal Audit: $18,000
Pricing is for a single support center at a single location supporting a single customer base. Custom pricing may be required when the support center is located at multiple sites or services multiple customers. Auditor travel expenses are billed separately.
A 10% discount is available to clients who purchased HDI Support Center Certification Audit within 6 months of receiving a HDI Support Center Best Practices Assessment.

HDI QQ0-400

QQ0-400 exam :: Article by ArticleForgeHDI QQ0-400 : qualified client support professional examination

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