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HDI PRACTICE TEST QUESTIONS & ANSWERS
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HDI PRACTICE TEST QUESTIONS & ANSWERS
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HDI PRACTICE TEST QUESTIONS & ANSWERSExplain why Emotional Intelligence is important to the role of a support center analyst.
Correct Ans-> It is important to understand a customer's emotional need as well as their
business need
> It makes one more aware of their own reactions and how it impacts the quality of the
relationship between them and customers, peers, and management
> It is important to understand how people work
Explain the impact of an emotional hijack on self and customers. Correct Ans-> Saying things
that may be hurtful without thinking about the consequences
> Not able to respond to a situation verbally or phsically
Describe how to manage a customer's emotional hijack while on the phone. Correct Ans->
Make sure the customer knows you are on their side to help
> Listen attentively to the underlying emotion in the conversation
> Align yourself with the customer by identifying and stating their felt emotion with sincerity
> Create an environment of help by using words like "we" and "us" which will create a calming
effect with the customer
Identify ways to promote the image of the support center. Correct Ans-> Delivering a
consistent, quality greeting and closing
> Keeping customers advised of the steps being taken to resolve their incidents or service
requests
,> Providing customers with accurate information
> Delivering consistent, professional results
> Being aware of how personal conduct outside of the work environment could affect the
organization's image
> Exhibiting professionalism and confidence
> Taking ownership, even when you do not have a ready answer
Define a mission statement. Correct Ans-A mission statement is a formal short written
statement of the purpose of a company or organization. The mission statement should guide
the actions of the organization, spell out its overall goal, provide a sense of direction, and guide
decision-making.
Explain the role of the support center. Correct Ans-> Serve as the single-point-of-contact
(SPOC) for end users and the business
> Execute or facilitate the Incident Management and Request Fulfillment processes
> Communicate with users in terms of providing information, advice, and guidance
Identify common technologies used in the support center. Correct Ans-> Telephony Systems
[Automated Call Distribution (ACD); Private Branch Exchange (PBX); Voice-over-Internet Protocol
(VoIP); Computer Telephony Integration (CTI); Universal queuing; Voicemail; Interactive Voice
Response (IVR); Automatic Voice Recognition (AVR); Fax; Monitoring; Call management
(reporting)]
> Service Management Tools [Incident Management; Problem Management; Change
Management; Configuration Management; Knowledge Management]
, > Workflow
> Reporting systems
> Self-service systems
> Self-healing systems
> Alert systems
> Broadcast systems [Monitor boards; Paging systems]
> E-mail management Electronic communication [E-mail; Web; Chat; Instant messenger (IM)]
> Wireless [Mobile phones; Pagers]
> Remote tools [Remote access; Remote control; Remote collaboration]
Identify common telephony features. Correct Ans-> Hold
> Transfer
> Conference calling
> Call waiting
> Caller ID
> Automated attendant [Unattended service; Night service]
Why is it important to recognize a customers psychological needs when resolving incidents?
Correct Ans-Unresolved psychological issues can have a negative affect on the resolution.
A talkative customer can result in extended call times. What is a best practice for disengaging
from a customer? Correct Ans-Recap the customers actions
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