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HD0-400 HDI Qualified Customer Support Specialist Free Practice Exam Questions (2025 Updated)

Prepare effectively for your HDI HD0-400 HDI Qualified Customer Support Specialist certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 120 questions

What is the best reason for documenting processes and procedures?

A.

Documenting processes and procedures enforces workplace culture.

B.

Documenting processes and procedures keeps you occupied during down time.

C.

Documenting processes and procedures ensures consistent service.

D.

Documenting processes and procedures prevents customers from asking for special treatment.

Some of your customers speak different languages to your own. What is a best practice for communicating effectively when helping these customers?

A.

Set up a video link so you can gesture.

B.

Speak louder and slower for clarification.

C.

Use slang to put the customer at ease.

D.

Moderate the pace of the call.

What is the best reason for maintaining confidentiality in the workplace?

A.

Maintaining confidentiality in the workplace shields your manager from blame.

B.

Maintaining confidentiality in the workplace protects customers from embarrassment.

C.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

D.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

What is the most important benefit of being empathetic towards your customers?

A.

Your customers will want to talk to you whenever they call.

B.

Your customers will know that you understand how they feel.

C.

Your customers will know that you can fix their problem for them.

D.

Your customers will know that you feel sorry for them.

Which is a characteristic of a successful team?

A.

No goals are established, they are not needed.

B.

Processes are used effectively to maintain service quality.

C.

Incentives are not provided.

D.

There is little communication outside the team.

Whicht is an example of data that must be protected by security policies?

A.

Department addresses.

B.

Personal information.

C.

General telephone numbers.

D.

Head office marketing handouts.

What is the most important role of support centre services?

A.

Support centre services provides technical solutions to all calls.

B.

Support centre services educates customers about application software.

C.

Support centre services provides the customer with a department to blame.

D.

Support centre services serves as the customer single point of contact.

A customer calls with a problem you know they could solve using the Support Centre web site. What is a best practice for encouraging the customer to try self-help?

A.

Ask if they have tried the website and give them the answer.

B.

Respectfully talk them through the self-help process.

C.

Send them an e-mail with a link to the web site.

D.

Tell them that the answer is on the web site and give them the URL.

What is a best practice for effective cross-cultural communication?

A.

Repeat everything that the customer says.

B.

Ask open questions.

C.

Use proper language expressions.

D.

Increase the pace of the call.

What is a best practice for acknowledging a customer feelings?

A.

Inform the customer that the call will be prioritised.

B.

Apologise to the customer for any inconvenience.

C.

Tell the customer that calls are delayed because new people are being trained.

D.

Ask the customer to call back the next morning to verify that the problem is resolved.

Which of the following techniques is the best one for reducing and eliminating conflict during a call?

A.

Refrain from interrupting the customer.

B.

Tell the customer you feel sorry for them.

C.

Match the customer attitude.

D.

Stop using the customer name.

What is the best action to take when sharing a workspace?

A.

Refrain from loading personal software onto computer equipment.

B.

Shut down the computer equipment at the end of each shift.

C.

Keep a log of daily activities to share with next shift.

D.

Label all of your personal property.

What is the best reason for matching the communication style of your customer?

A.

Matching the communication style of your customer improves the overall efficiency of the Support Centre.

B.

Matching the communication style of your customer increases understanding.

C.

Matching the communication style of your customer establishes you as their preferred contact.

D.

Matching the communication style of your customer helps build friendships.

What is the best description of an operational level agreement?

A.

An operational level agreement is a legal document defining the penalties for failure to comply with the SLA.

B.

An operational level agreement is an agreement between internal support teams and vendors.

C.

An operational level agreement is an agreement between first level support and other internal support teams.

D.

An operational level agreement is an agreement between IT and its customers.

What is the most important role of support centre services?

A.

Support centre services provides the customer with a department to blame.

B.

Support centre services serves as the customer single point of contact.

C.

Support centre services educates customers about application software.

D.

Support centre services provides technical solutions to all calls.

What is the best reason for reporting all security compromises?

A.

Reporting security compromises creates customer awareness.

B.

Reporting security compromises protects the company and the customer.

C.

Reporting security compromises gives security access to customers.

D.

Reporting security compromises increases confidence in the Support Centre.

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Total 120 questions
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