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HDI Help Desk Manager Sample Questions:

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

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

2. Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A) Extra-diem Reporting Application
B) Customer Relationship Management
C) Intra-monthly Monitoring System
D) Automatic Call Distributor
E) Interactive Voice Response

3. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) do not interrupt
B) be respectful
C) change your rate of speech
D) let the customer vent
E) change the tone in your voice

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

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

5. What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A) the ability to handle peak periods associated with new technology rollouts
B) fewer employee benefit issues
C) fewer management issues
D) the ability to easily extend the hours of support

Solutions: