HDI-SDI-Service Desk Foundation Qualification -QQ0-401 Set 2

Using the customer name builds rapport between you and the customer. ✘ Using the customer name demonstrates that you are sympathetic. ✘ Using the customer name ensures that the customer name is captured correctly. ✘ Using the customer name is necessary if the call is monitored for quality. ✔

Answer every call on the first ring. ✘ Call customers back to ensure satisfaction. ✘ Focus your attention on the customer. ✘ Humour customers when they need to vent. ✔

Documenting processes and procedures enforces workplace culture. ✘ Documenting processes and procedures ensures consistent service. ✘ Documenting processes and procedures keeps you occupied during down time. ✘ Documenting processes and procedures prevents customers from asking for special treatment. ✔

Maintaining confidentiality in the workplace helps meet Service Desk targets. ✘ Maintaining confidentiality in the workplace prevent others knowing your skill level. ✘ Maintaining confidentiality in the workplace protects customers from embarrassment. ✘ Maintaining confidentiality in the workplace shields your manager from blame. ✔

Incentives are not provided. ✘ There is little communication outside the team. ✘ Processes are used effectively to maintain service quality. ✘ No goals are established, they are not needed. ✔

Have you ever used this system before? ✘ I appreciate how critical this problem is for you right now. ✘ I know you're angry, but that won't help the situation. ✘ You have all of my sympathy right now. ✔

Agree with the customer. ✘ Interject your opinion into the conversation. ✘ Let the customer know that you are in charge. ✘ Show the customer respect. ✔

An assertive person respects authority. ✘ An assertive person respects operating procedures. ✘ An assertive person respects status. ✘ An assertive person respects the rights of others. ✔

Automatic Incident numbering. ✘ Call monitoring. ✘ Employee satisfaction surveys. ✘ Time management audits. ✔

Company policies facilitate consistent behaviour and service. ✘ Company policies provide a refuge from customer demands. ✘ Company policies offer customers a method to obtain what they want. ✘ Company policies provide opportunities for creative thinking. ✔