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HD0-400 PDF DEMO:
QUESTION NO: 1
What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A
QUESTION NO: 2
Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D
QUESTION NO: 3
Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B
QUESTION NO: 4
When is it most appropriate to escalate an incident to a manager?
A. Escalate an incident if the customer begins to complain.
B. Escalate an incident the customer is emotional.
C. Escalate an incident if the customer requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C
QUESTION NO: 5
Your help desk/support centre wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C
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Updated: May 27, 2022