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HDI Help Desk Manager Sample Questions:

1. What is a key principle of negotiation with customers?

A) Seek a solution that aligns with support center policies and processes.
B) Stick to the facts and ignore the customer's emotions.
C) Determine the customer's underlying need and seek a mutually beneficial solution.
D) Focus on the individual rather than on the resolution.

2. Who is primary responsible for creating a positive work environment?

A) Human Resources
B) managers
C) executive
D) everyone

3. What contributes most to creative and effective problem solving?

A) practice
B) technical training
C) education
D) standard resolutions

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

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

5. What is the primary benefit of having security policies in a support center?

A) Security policies limit Internet access for all of the company's employees.
B) Security policies ensure that customers cannot carry out illegal transactions.
C) Security policies protect the company in the event of data loss.
D) Security policies allow the support center to stay open later.

Solutions: