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. ✔

Avoid confrontation at all costs. ✘ Deliver consistent, high quality support. ✘ Escalate calls as appropriate. ✘ Minimise talk time. ✔

Displaying a good service attitude will create a positive impression of the Service Desk. ✘ Displaying a good service attitude will help meet service levels. ✘ Displaying a good service attitude will improve customer performance. ✘ Displaying a good service attitude will reflect well in your performance evaluations. ✔

You are more susceptible to colds. ✘ You rarely take lunch breaks. ✘ You work longer hours. ✘ Your colleagues all seem busy. ✔

It provides technical solutions to all calls. ✘ It serves as the customer single point of contact. ✘ It educates customers about application software. ✘ It provides the customer with a department to blame. ✔

Are others in your area able to access the application? ✘ What can you see on the screen? ✘ What occurred the last time the application was accessed? ✘ What steps did you follow when starting the application? ✔

Using a standard greeting complies with Service Desk standards. ✘ Using a standard greeting ensures consistent service. ✘ Using a standard greeting makes the customer feel humble. ✘ Using a standard greeting prevents individuals developing their own greetings. ✔

Incident management ensure that products work properly before they are implemented. ✘ Incident management is the responsibility of a supervisor or manager. ✘ Incident management prioritises tasks so that the easiest tasks are finished first. ✘ Incident management minimises the impact on the availability of service or product. ✔