HDI HDI Certifications HD0-300 Questions & Answers

• Question 71:

  Who is primary responsible for creating a positive work environment?

  A. everyone

  B. managers

  C. executive

  D. Human Resources

  Correct Answer: A

• Question 72:

  When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

  A. the quality of the data

  B. the Abandonment Rate

  C. the resolution of the problem

  D. the Average Speed of Answer

  Correct Answer: A

• Question 73:

  Which management task ensures the highest levels of customer satisfaction?

  A. performing reviews of customer survey responses.

  B. Performing periodic reviews of satisfaction survey response

  C. Evaluating customer responses against standards, and then making process changes.

  D. Performing random telephone survey withcustomer's and then recording the responses.

  Correct Answer: C

• Question 74:

  Which three metric calculations impact customer satisfaction? (Choose three)

  A. Average Talk Time

  B. Abandonment Rate

  C. First Call Resolution Rate

  D. Average Speed of Answer

  E. AverageAfter Call Work Time

  Correct Answer: BCD

• Question 75:

  What is deductive reasoning based on?

  A. Internet research

  B. Future trends prediction

  C. Logical steps and analysis

  D. a general consensus of opinion

  Correct Answer: C

• Question 76:

  What are two benefits of external outsourcing compared to contract staffing? (Choose two)

  A. fewer management issues

  B. fewer employee benefit issues

  C. the ability to easily extend the hours of support

  D. the ability to handle peak periods associated with new technology rollouts

  Correct Answer: AC

• Question 77:

  A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and

  A. be positive

  B. be able to multitask

  C. be willing to participate

  D. use personal abilities and resources

  Correct Answer: B

• Question 78:

  Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

  A. focus groups

  B. round-table meetings with employees

  C. consistent and high-impact feedback to team members

  D. interview with key stakeholders, customers, and leaders

  Correct Answer: ABD

• Question 79:

  C. carefully craft your responses to

  D. re-interpret the message based on external input

  E. insert personal experiences into the conversation

  F. make an effort to hear precisely what is being said.

  Correct Answer: ABF

• Question 80:

  Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

  A. Mediocre service is generally acceptable if the customer likes you personally.

  B. Mediocre service can cause a customer's gradually to want to do business somewhere else.

  C. A bad interaction can initiate a customer's split-second decision to continue doing business with you.

  D. A positive interaction can initiate a customer's split-second decision to continue doing business with you.

  Correct Answer: BCD