최신 HD0-200 무료덤프 - HDI Qualified Help Desk Senior Analyst

A. Technical terms.

B. Empathising.

C. Use of slang.

D. Apologies.

A. It ensures rigid adherence to operational policies.

B. It is a useful source of information.

C. It increases staff levels.

D. It ensures that customers speak only to the help desk personnel.

A. To prove that other IT groups are meeting customer expectations.

B. To identify customers who are never satisfied.

C. To gain insight into customer perceptions.

D. To demonstrate that customers are not aware of service level agreements.

A. Reassign (escalate) the call to the appropriate team.

B. Immediately escalate to management.

C. Log the customers details and take the next call.

D. Deliver an SLA reminder.

A. Service levels can be maintained.

B. Personnel are transported in and out as required.

C. They are located close to the company headquarters.

D. The risk of the business failing is reduced/ removed.

E. Staff requirements are taken into account.

A. They have a pallid complexion.

B. They bite their fingernails.

C. They often seem short of breath.

D. They have a new wardrobe of clothes.

E. They seem tense and often have white knuckles.

A. There are many different personalities and skills.

B. They have individual responsibilities to which they work exclusively.

C. They always make all decisions together.

D. They are given challenges to meet and are rewarded effectively.

A. They know the process for escalating a problem.

B. They understand that evidence and reasoning are critical.

C. They restate/paraphrase to ensure understanding.

D. They acknowledge the customer.

A. I appreciate your frustration with this; I have experienced this same problem many times.

B. I am sorry, but my manager is not available at the moment. May I get her to call you back?

C. It would be easier to resolve this call if you calm down.

D. I am sorry, but my supervisor does not handle these situations, I can assist you.

A. Using complex sentence patterns.

B. Using the passive voice.

C. Using parroting.

D. Using synonyms.