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HDI Help Desk Manager Sample Questions:

1. What are two ways to understand and value cultural difference ? (Choose two)

A) take a course in cross-cultural studies
B) study the business practices of successful multinational business
C) study the business practices in relation to the mission statement
D) take a course in business administration

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

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

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

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

4. What is a best practice for ensuring that you are continuously learning?

A) Swap jobs with colleagues in other departments.
B) Create an individual development plan for yourself.
C) Solicit Web site recommendations from colleagues.
D) Go to industry shows every month.

5. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) be prepared to add staff should a new service fail
B) meet regularly with stakeholders to determine training gaps
C) be active in the implementation plan for new products
D) meet regularly with focus groups and team members to evaluate past performances

Solutions: