If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)
A. Tell the customer you will discuss their problem with the analyst they requested later on in the day.
B. Tell the customer the analyst is busy on a project, but they can hold on if they like.
C. Assure the customer that you are competent and can handle their call just as well as your colleague.
D. Advise the customer that speaking to you instead will provide a faster service than if they waited.
What are two purposes of an on-going (event) survey? (Choose two)
A. To trend levels of customer satisfaction between annual (periodic) surveys.
B. To assess satisfaction levels with all help desk services.
C. To evaluate overall satisfaction levels with products.
D. To measure the quality of a single interaction.
What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)
A. The total number of calls abandoned divided by total calls answered x 100.
B. The total number of calls abandoned minus total calls answered x 100.
C. The total number of calls abandoned divided by total number of calls x 100.
D. The total number of calls answered minus total calls abandoned x 100.
A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)
A. An inductive approach.
B. A deductive approach.
C. A sycophantic approach.
D. A synergistic approach.
What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
A. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
Which three are examples of common network components? (Choose 3)
A. Hubs.
B. Domain Name Servers.
C. Token Ring.
D. Routers.
Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)
A. The longer the ASA, the higher the abandonment rate.
B. The shorter the ASA, the higher the probability customers will solve their own problems.
C. The shorter the ASA, the higher the abandonment rate.
D. The longer the ASA, the higher the probability customers will solve their own problems.
Which two tools can be used to capture metrics in a support environment? (Choose two)
A. Call logging system.
B. ACD (Automatic Call Distributor).
C. Spreadsheet.
D. Instant messaging.
What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)
A. Explain why their problem happened in the first place.
B. Apologise, thank them for calling and close the call.
C. Listen to them, document all the details, and ensure that it is followed up.
D. Tell them that the group at fault for the complaint they made will contact them.
What is the best description of a business case? (Choose 1) A. A shared business knowledge database.
B. A proposal for improvements to current business processes.
C. An analysis of help desk activities.
D. A briefcase.
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