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HDI Help Desk Manager Sample Questions:

1. What is the best description of the support center's role in the problem management process?

A) The support center fixes all reported problems as rapidly as possible.
B) The support center advises customers of how to best avoid problems.
C) The support center documents incidents and problems as they occur.
D) The support center keeps management informed of all reported problems.

2. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) use proper/standard language expressions (eliminate slang)
B) encourage the person to ask for clarification
C) pause to verify understanding
D) speak slowly and loudly

3. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

A) Customers are better trained
B) Systemare more stable and mature.
C) Business functions are outsourced
D) Overall business/workforce is reduced.
E) Customers are more experienced

4. Which three metric calculations impact customer satisfaction? (Choose three)

A) AverageAfter Call Work Time
B) Averaged Speed of Answer
C) First Call Resolution Rate
D) Abandonment Rate
E) Average Talk Time

5. What should the Help Desk manager do to be a good listener? (Choose three)

A) make an effort to hear precisely what is being said.
B) insert personal experiences into the conversation
C) be sensitive to the feelings of the speaker
D) note the speaker's non-verbal cues
E) carefully craft your responses to question:s
F) re-interpret the message based on external input

Solutions: