HD0-200 무료 덤프문제 온라인 액세스

What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

• A.Tell them that the group at fault for the complaint they made will contact them.
• B.Explain why their problem happened in the first place.
• C.Apologise, thank them for calling and close the call.
• D.Listen to them, document all the details, and ensure that it is followed up.

What is the first step of the incident management process? (Choose 1)

• A.Receive customer request.
• B.Drive problem acceptance.
• C.Communicate completion.
• D.Acknowledge and set expectations.

An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

• A.I am sorry, but my manager is not available at the moment. May I get her to call you back?
• B.I am sorry, but my supervisor does not handle these situations, I can assist you.
• C.I appreciate your frustration with this; I have experienced this same problem many times.
• D.It would be easier to resolve this call if you calm down.

An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

• A.I am sorry, but my manager is not available at the moment. May I get her to call you back?
• B.I am sorry, but my supervisor does not handle these situations, I can assist you.
• C.I appreciate your frustration with this; I have experienced this same problem many times.
• D.It would be easier to resolve this call if you calm down.

Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

• A.Work with IT to implement the software.
• B.Download the software and prototype with the help desk.
• C.Review the software with the customer user group.
• D.Trend and analyse the number of password reset requests received at the help desk.