Organizational development needs are determined by which three methods? (Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the
A. manager
B. employee
C. employee's colleagues
D. Human Resources Director
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. All customers have similar expectations regarding quality service
D. Customers who work for the same company have similar expectations
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
A. take the time to recruit and hire new employees
B. produce individual and team performance reports
C. demonstrate your commitment to the organization
D. seek feedback from the analysts on job difficulties
What are two enabling factors of the HDI Certified Support Center model? (Choose two)
A. results
B. leadership
C. resources
D. satisfaction
After assessing the need for organizational development, which statement best explains what a manager must do?
A. trend and report the change
B. delegate and assign new tasks
C. plan and implement the change
D. implement and review the new change
Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?
A. Publish trend reports for the group as a whole
B. Publish a list of agents ranked by who has the most talk time
C. Recognize and reward the individual who handles the most calls
D. Recognize and reward the individual who has the least "notavailable"time.
What is deductive reasoning based on?
A. Internet research
B. Future trends prediction
C. Logical steps and analysis
D. a general consensus of opinion
What is the best reason for taking risks to find a solution to a customer's problem?
A. Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
B. Taking risks is appropriate if the customer is threatening to take the issue higher.
C. Taking risks is appropriate if the risk is directly connected to service delivery.
D. Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
What is a key principle of negotiation with customers?
A. Determine the customer's underlying need and seek a mutually beneficial solution.
B. Focus on the individual rather than on the resolution.
C. Seek a solution that aligns with support center policies and processes.
D. Stick to the facts and ignore the customer's emotions.
What is the best way to stay current with support industry developments?
A. Discuss key customer demands with colleagues.
B. Join industry-related groups.
C. Read books by famous management experts.
D. Spend occasional time on vendor's Web sites.
What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?
A. Automatic call distributor
B. Customer management system
C. Personal digital assistant
D. Remote control
What is the primary purpose of problem management?
A. The primary purpose of problem management is to eliminate the cause of incidents.
B. The primary purpose of problem management is to reduce the number of incidents.
C. The primary purpose of problem management is to resolve incidents quickly.
D. The primary purpose of problem management is to restore normal service.
Which action is most likely to help you develop clear strategies to help you run your support center?
A. Attend executive seminars.
B. Deliver presentations to senior management.
C. Encourage your staff to participate in interdepartmental projects.
D. Network with people in other organizations.
What is the primary difference between incident management and problem management?
A. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.
B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
C. Problem management is focused on helping customer; incident management is focused on processes and procedures.
D. Problem management prevents customers fromcalling ;incident management handles calls when customers do call