Online Access Free HD0-100 Practice Test

What are three reasons for providing consistent service? (Choose three.)

• A.To ensure empathy to customer needs
• B.To guarantee professionalism
• C.To instill confidence in your customer
• D.To ensure a commitment to excellence

What is a key benefit of a knowledge-base system?

• A.Increase call volume
• B.Decreases network traffic
• C.Requires lower maintance
• D.Saves time and money

Why is using a uniform greeting and closing with the customer an essential telephone skill?

• A.Customers will receive the same level of professionalism
• B.It is an effective way to handle difficult customers
• C.It is important to put the customer at ease
• D.The close of a telephone call is as important as the greeting

A customer satisfaction survey is important because it obtains information about_____.

• A.Customer service performance
• B.Individual analyst performance
• C.Management performance
• D.The customer base

In which three situations is escalating a call to management appropriate? (choose three)

• A.When the customer requests it
• B.When you have little or no experience with the problem
• C.When you have exhausted all your available resources
• D.When the service level agreement (SLA) requires it