HDI HDI World wide Certification QQ0-300 Questions & Answers

• Question 11:

  How can you motivate others to seek guidance?

  A. evaluate performance of team members and provide support to facilitate optimum performance

  B. provide incentives that are challenging yet attainable

  C. emphasize changing behaviors rather than people

  D. use personal visits as an opportunity for employee feedback, support, and mentoring

  Correct Answer: D

• Question 12:

  Which two methods are ideal for determining the expectations of key stakeholders? (Choose two.)

  A. survey customers

  B. call service providers

  C. call other Help Desks

  D. survey focus groups

  Correct Answer: AD

• Question 13:

  What destroys the reputation of the Help Desk and ruins the integrity of the company?

  A. poor business plans

  B. poor confidentiality

  C. poor flexibility

  D. poor problem resolution

  Correct Answer: B

• Question 14:

  What should be addressed in a support center's marketing plan?

  A. the support center's staffing requirements

  B. the support center's budget requirements

  C. the support center's role in the corporate vision

  D. the support center's implementation timelines

  Correct Answer: C

• Question 15:

  You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three.)

  A. Customers are better trained.

  B. Business functions are outsourced.

  C. Customers are more experienced.

  D. Systems are more stable and mature.

  E. Overall business/workforce is reduced.

  Correct Answer: ACD

• Question 16:

  By asking customers to evaluate your present performance and suggest improvements, what can you manage?

  A. communications

  B. financial trends

  C. stakeholder expectations

  D. direct labor resourcing

  Correct Answer: C

• Question 17:

  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. A bad interaction can initiate a customer's split-second decision never to do business with you again.

  C. Mediocre service can cause a customer gradually to want to do business somewhere else.

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

  Correct Answer: BCD

• Question 18:

  When marketing a support center, what should be clearly communicated to stakeholders?

  A. infrastructure requirements

  B. return on investment

  C. implementation timelines

  D. staffing requirements

  Correct Answer: B

• Question 19:

  How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

  A. It automatically solves customer problems.

  B. It eliminates the need for training Help Desk analysts.

  C. It automatically exchanges accurate and useful information.

  D. It eliminates the need for monitoring call volume.

  Correct Answer: C

• Question 20:

  Which management task ensures the highest levels of customer satisfaction?

  A. performing random telephone surveys with customers, and then recording the responses

  B. performing reviews of customer survey responses

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

  D. performing periodic reviews of satisfaction survey responses

  Correct Answer: C