| Compliance | Customer Affecting | Business Affecting |
|---|---|---|
|
What happens if you have a miss on any of the attributes of the Compliance Critical Category?
You get an Auto Fail (0%) for the entire evaluation.
|
I should always provide or confirm the ________ during the call.
Case number.
|
If a perform troubleshooting on a call, then a _____ should be created on the system.
Case
|
|
"Any evidence that interaction is affected by complete lack of professionalism and does not reflect HP Values according to the Behavior Continuum. " This is a description for which attribute?
Integrity at HP
|
Mention 2 good practices for Communication skills:
Maintain an adequate rate of speed
Match customer’s pace Smile and maintain a good tone of voice Avoid using acronyms and jargon Correct use of grammar structures Use paraphrasing Use phonetic alphabet Don’t interrupt the customer Display active listening by acknowledge customer comments. |
If customer calls in, and he already has an account on CDAX. What is the proper thing to do prior creating the case?
Verify/Validate that the customer information such as serial number, address, email and phone number on the system are correct.
|
|
Using any external email or an external communication method for customers to send information would be a miss on :
Integrity at HP
|
Instead of saying "My system is running slow" or "I'm having issues with my system" you could say:
- My system is under maintenance
- We are currently running an update in our system |
If a customer provides the serial number and any personal information, should we document this even if a Quickcase is created?
Yes, we should always attempt to capture and document customer data/information on every call.
|
|
The attributes for Compliance Critical are extremely important because?
Not following these attributes/Processes would entail legal risks for HP.
|
Name 3 best practices for a good hold procedure:
Ask for permission
Provide the reason Set a valid time frame (no more than 5 min) Refresh if needed Thank user for holding |
Name 2 identifiers for documentation or 2 things we should do to have a good score on documentation:
Use correct symptom code, Add/document correct customer information, add/document correct serial number/OTC/Entitlement information and should document all troubleshooting (including pictures, attachments or files shared by the customer)
|
|
Name the 3 attributes that are part of the Compliance Critical Category:
Integrity at HP, RPL/NPS and Credit Card Information Misused.
|
If a customer calls requesting for an onsite service, or he is not really interested on performing troubleshooting. What would be the best approach to follow:
Explain WIIFM: What’s in it for me? Explain the WHY
Positive impact and benefits of following TS steps. |
What are the 3 Attributes that are Critical for the Business Affecting Category?
Incident Log In Policy, Survey Avoidance and Telephony Manipulation.
|
Support Us on Ko-fi