HD0-300 無料問題集「HDI Help Desk Manager」

（A）Evaluating customer responses against standards, and then making process changes.

（B）Performing random telephone survey withcustomer's and then recording the responses.

（C）performing reviews of customer survey responses.

（D）Performing periodic reviews of satisfaction survey response

（A）take a course in business administration

（B）study the business practices of successful multinational business

（C）take a course in cross-cultural studies

（D）study the business practices in relation to the mission statement

（A）Recognize and reward the individual who has theleast :not available" time

（B）publish a list of agents ranked by who has the most talk time.

（C）publish trend reports for the group as a whole

（D）Recognize and reward the individual who handles the most calls

（A）Use industry best practices as a benchmark and study other groups that provide similar support services.

（B）Find ways to hire analysts that speak all of the languages that will require support services.

（C）Ask management for budget money to train all of your analysts in the languages that will be required by the project.

（D）Interview each analyst to determine whether your analysts want to take international calls.

（A）recording unresolved issues

（B）resolving customer issues

（C）communicating the status of issues

（D）monitoring unresolved issues

（E）escalating unresolved issues

（A）be active in the implementation plan for new products

（B）be prepared to add staff should a new service fail

（C）meet regularly with stakeholders to determine training gaps

（D）meet regularly with focus groups and team members to evaluates past performances.

（A）Multitasking is dealing with incidents and problems simultaneously.

（B）Multitasking is managing the support center without help from your team.

（C）Multitasking is taking as many calls as possible with the fewest number of analysts.

（D）Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.

（A）Reduce the number of calls that the support center takes.

（B）Run the support center like a business.

（C）Dismiss poor performers from their positions.

（D）Avoid measuring performances to save time.

（A）take the time to recruit and hire new employees

（B）seek feedback from the analysts on job difficulties

（C）demonstrate your commitment to the organization

（D）produce individual and team performance reports

（A）use proper/standard language expressions (eliminate slang)

（B）speak slowly and loudly

（C）pause to verify understanding

（D）encourage the person to ask for clarification