HD0-400 Questions and Answers

Listen to the customer description of the incident.

Provide the customer with details of the SLA.

Use the CRM system to guide the call.

Ask the customer for a written communication.

Incident monitoring is an ITIL best practice.

Incident monitoring results in improved quality of services.

Incident monitoring is the Support Centre primary function.

Incident monitoring is done by all good Support Centres.

Log the call and tell the customer you will call back.

Log as much of the call as you understand.

Log the call and escalate the incident to a technical specialist.

Log the call and tell a colleague about the incident.

Demonstrating confidence allows you to demonstrate creativity.

Demonstrating confidence enables you to display your skills and knowledge.

Demonstrating confidence prevents complaints about the Support Centre.

Demonstrating confidence puts you in control of calls.

Only provide a service that is included in the SLA.

Look at the problem from the customer perspective.

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

Strictly follow the Support Centre policies.

Use proper language expressions.

Increase the pace of the call.

Repeat everything that the customer says.

Ask open questions.

Your customers will want to talk to you whenever they call.

Your customers will know that you understand how they feel.

Your customers will know that you can fix their problem for them.

Your customers will know that you feel sorry for them.

Treat others in the same way they treat you.

Treat others nicely if they can help you.

Share gossip about other teams.

Share your knowledge.

Use standard headers and footers for consistency.

Use emoticons to convey empathy.

Use animation to emphasise your point.

Use different colours to improve readability.

Priorities are assigned based on the customer abilities.

Priorities are assigned based on the Support Centre call volume.

Priorities are assigned based on the customer wishes.

Priorities are assigned based on the service level agreement.

Matching the communication style of your customer improves the overall efficiency of the Support Centre.

Matching the communication style of your customer increases understanding.

Matching the communication style of your customer establishes you as their preferred contact.

Matching the communication style of your customer helps build friendships.

Good leaders do not need to offer incentives.

Good leaders make all the decisions for their staff.

Good leaders encourage initiative.

Good leaders demonstrate absolute control over their teams.

Ask if they have tried the website and give them the answer.

Respectfully talk them through the self-help process.

Send them an e-mail with a link to the web site.

Tell them that the answer is on the web site and give them the URL.