Sure Pass Exam HD0-400 PDF

HDI Qualified Customer Support Specialist Questions and Answers

Question 13

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

Asking the customer technical questions.

Using terms of endearment.

Addressing the customer by name.

Telling the customer to hold.

Question 14

What is a best practice for negotiating with a customer?

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.

Question 15

What is a best practice for acknowledging a customer feelings?

Tell the customer that they have a serious incident.

Include the customer in the resolution process.

Agree with the customer comments about the Support Centre.

Reprimand the customer for their tone of voice.

Question 16

What is a best practice to follow when writing an e-mail?

Write long explanations of processes.

Use abbreviations to speed up the writing process.

Review the e-mail before you send it.

Include emoticons to be friendly.