Online Access Free HD0-300 Practice Test

Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)

• A.empathizing with the customer during problem resolution
• B.maintaining normal voice modulation with the customer
• C.matching voice modulation with the customer
• D.instructing the customer in problem resolution

What should analysts do to ensure that a shared work environment is effective?

• A.use discretion and courtesy
• B.allow employees to adjust their workstations to meet their personal needs
• C.play music to reduce stress levels
• D.make the environment as comfortable as possible with pictures and colors

What best describes the role of the support center in the change management process?

• A.The support center documents customer queries prior to the change.
• B.The support center authorizes the change after assessing its impact.
• C.The support center archives change reports for the knowledge base.
• D.The support center tracks the impact that the change has on customers.

Which analysis report helps a manager determine the need for additional organizational skill development?

• A.project analysis
• B.analyst analysis
• C.job analysis
• D.gap analysis

What should the Help Desk consider when working with different customers?

• A.All customers have similar expectations regarding quality service
• B.All customers consider their problem to be an emergency
• C.All customers are unique individuals with their own perceptions
• D.Customers who work for the same company have similar expectations