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

Using paraphrasing gives the customer a chance to tell you if you have understood them. Using paraphrasing increases the customer knowledge of technical terminology. Use paraphrasing to repeat the customer words back to them. Use paraphrasing to tell the customer what they should have done.

Customer satisfaction surveys allow customers to say what they really think without offending Service Desk staff. Customer satisfaction surveys help to determine if customer service expectations are being met. Customer satisfaction surveys provide an accurate set of management reports on SLA performance. Customer satisfaction surveys provide information that can be used to assess blame for Problems.

The caller connection to the Service Desk. The caller emotional state. The Incident impact on the business. The Incident impact on the Service Desk.