Which three statements about effective inter-departmental relationships are true? (Choose three.)
A. You treat people in your organization as if they were your customer.
B. Other departments are supported even when they make a mistake.
C. Information is shared among departments within your organization.
D. Management responsibilities are shared.
An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?
A. the ability to encourage team participation
B. the ability to execute a plan despite adverse conditions
C. the ability to identify unpopular decisions as still necessary
D. the ability to discourage one-person domination
When an employee enters data into the Call Tracking System, for what is the employee ultimately responsible?
A. the quality of the data
B. the Average Speed of Answer
C. the resolution of the problem
D. the Abandonment Rate
Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?
A. contingency plans
B. UPS usage reports
C. gap analysis reports
D. call answer plans
What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two.)
A. create clear roles and responsibilities for all team members
B. participate in enterprise-wide initiatives and cross-functional teams
C. review historical successes and failures of the organization
D. require regular meetings with your employees
How can you pursue continuous learning to stay current with industry standards? (Choose two.)
A. create an individual development plan
B. conduct monthly performance reviews
C. volunteer for projects that require you to learn new information
D. communicate a need for change by providing a compelling business rationale
What are three functions of an effective support organization in managing unresolved support issues? (Choose three.)
A. communicating the status of issues
B. escalating unresolved issues
C. resolving customer issues
D. monitoring unresolved issues
E. recording unresolved issues
Which commonly used technology supports workflow management within a Call Management System?
A. automated alerts
B. broadcast messaging devices
C. fax
D. voice mail
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______
A. employee
B. employee's colleagues
C. Human Resources Director
D. manager
You are supporting someone from a different culture. How can you improve your communication? (Choose three.)
A. pause to verify understanding
B. speak slowly and loudly
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
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