HD0-100 Exam Dumps - HDI World wide Certification Questions and Answers

Suggest that the customer ask a peer

Ask a peer

Escalate the problem

Use reference documentation

The analyst is able to view the customers contact information

The analyst is able to view the customers call history

The analyst is able to view the customers password information

The analyst is able to log the customers problem

Provide consistent and fair services

Display sensitivity to the feelings of your customers

Follow all call-flow procedures

Respond to customers in a timely fashion

Abandon rate

Average call time

After call work time

First call resolution

To provide the customer with a knowledge-base

To provide technical resolutions

To provide quality assistance

To track problems and bugs

Exercise and observe good nutrition practices

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Take long breaks

Ensures consistent service

Justification for not meeting customer expectations

Promotes adherence to policies

Identifies areas out of policy

Gum chewing is acceptable as long as the customer cannot hear it

Eating is okay as long as you obtain the customer's consent

"Please hold" is an appropriate way to answer the telephone when you are busy

It is customary to pick up the telephone between one to three rings

Try to have a positive and memorable effect on every person you communicate with each day

See what you can do to assist any co-worker who is unhappy or experiencing problems

When you hear complaints about your organisation, change the subject

Have a good attitude and never speak negatively about your organisation

Ask open questions

Provide more detailed explanations

Assume the customer has a basic level of knowledge

Ask closed questions