Organizational development needs are determined by which three methods? (Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
External outsourcing by a third party is the preferred method of support in which situation?
A. Your support organization supports a number of proprietary applications and has significant security restrictions.
B. Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
C. Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
D. Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
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. manager
B. employee
C. employee's colleagues
D. Human Resources Director
What are two advantages of Computer Telephony integration applications? (Choose two)
A. It enables intelligent routing of calls.
B. It reduces costs by increasing productivity.
C. It allows effective communication over the internet.
D. The manual logging of call-related information can be used for invoicing purposes.
What are two enabling factors of the HDI Certified Support Center model? (Choose two)
A. results
B. leadership
C. resources
D. satisfaction
Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)
A. matching voice modulation with the customer
B. instructing the customer in problem resolution
C. maintaining normal voice modulation with the customer
D. empathizing with the customer during problem resolution
How can you motivate others to seek guidance?
A. emphasize changing behaviors rather than people.
B. Provide incentives that are challenging yet attainable
C. Use personal visits as an opportunity for employee feedback, support, and mentoring
D. Evaluate performance of team members and provide support to facilitate optimum performance.
You are supporting someone from a different culture. How can you improve your communication? (Choose three)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
What is the best description of the support center's role in the problem management process?
A. The support center advises customers of how to best avoid problems.
B. The support center documents incidents and problems as they occur.
C. The support center fixes all reported problems as rapidly as possible.
D. The support center keeps management informed of all reported problems.
What is the primary purpose of customer satisfaction surveys?
A. Customer satisfaction surveys determine if the support center is following the service level agreement.
B. Customer satisfaction surveys establish a basis for future pay raises.
C. Customer satisfaction surveys identify what customers feel is important.
D. Customer satisfaction surveys show upper management that the support center is busy.
