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HDI Help Desk Manager Sample Questions:

1. Which two actions ensure consistent customer service? (Choose two)

A) ascertain that priority and severity levels are congruent
B) acknowledge the benefit of the customer's idea
C) provide everyone on the Help Desk with similar training
D) ensure that customers are aware of Help Desk contributions

2. What is the first step to take when calculating return on investment (ROI)?

A) Collect data.
B) Report results.
C) Determine costs.
D) Identify intangible benefits.

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

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.

4. What is a best practice for ensuring that performance improves over time?

A) Install customer self-service packages.
B) Develop programs that award initiative and hard work.
C) Set easily attainable goals to reassure your team.
D) Avoid setting goals that will create stress for your team.

5. Which three statements about contract staffing are true? (Choose three)

A) It can reduce the time it takes for agents to be effective on the phone.
B) It provides the ability to manage periodic peaks in workloads
C) It allows the company to "try before they buy"
D) It enhances teamwork

Solutions: