1 Which of the following indicates that client is satisfied with the services being provided?

2
Voice of the Client Interview should be facilitated by:
3
What are the things that should be avoided while talking with a customer over the phone?
Select all that applies.
4
Which of the following activities performed for the client are considered "proactive"?
5
The customer is requesting for an explanation of a mistake that you made.
What is the BEST response to give?
6
How should we address customers when we regularly communicate with them
7
While troubleshooting a critical incident or RtOP case, what should be the next step if you need FURTHER
technical help?
8
During a technical conference call, which of the following actions should be avoided? Select all that applies
9
When client or account team requests for any information from the service delivery team, which is
not readily available,
10
While in a troubleshooting call interacting directly with the client organization, the client is
complaining that the interaction already missed the contractual SLA. However, the SLA information
available to you from What should be the correct course of action?the workflow tool is different from
what the client has stated.
11
During a meeting discussion with the customer, client or stakeholders, you should: Select all that
applies
12
Which action should NOT be performed in case of inability to attend an account or customer facing
meeting:
13
What are the organizational benefits of learning how to bridge cultural differences in the workplace?
Select all that applies.
14
Team XZY has received numerous complaints from the client and account team.As such, there is a
request to have a monthly meeting to review SLA and overall delivery performance of the team.Who
should NOT be present in this meeting?
15
Which of the following tools and methods can help address and mitigate client satisfaction issues?
16 In order to develop an effective service improvement action plan, you should: Select all that applies.
17
Whenever customers express their issues and complaints, their needs can be met by employing the
following techniques:
18 Which of the following causes the biggest client dissatisfaction?
19
Your Technical Lead is giving approval to a PROD implementation which hasnt been reviewed by
delivery and tested yet and the go-live is scheduled next week. What is the best response to give?
20 The ADM has proposed a new process that you dont agree with. What is the best response to give?
21
Some guidelines in demonstrating RESPECT for others when you communicate are listed below.
Select all that applies.
22
SWOT analysis is the most renowned tool for analysis of the overall strategic position of the business
and its environment.
What does SWOT acronym stand for?
23
As service providers, we should not just focus on the resolution of the incident and/or fulfilling service
requests but also empathize with the end user or customer to establish good customer relationship.
24
Which of the following indicates that client is satisfied with the services being provided?
25
While on a critical call, you are having a difficult time understanding the client (due to line noise, strong accent,
usage of complex words). What should you do?
26
In communicating your desired meaning during a discussion, the following are effective steps to escalate
assertiveness EXCEPT for:
27
When Im in a critical incident or potential RtOP case, I communicate:
28
Which of the following tool is used by the account team or client to evaluate the performance of the delivery
organizations?
29
Which action should NOT be performed in case of inability to attend an account or customer facing meeting:
30
What are the things that should be avoided while talking with a customer over the phone?Select all that applies.
31
In developing Service Improvement Plans, goals and steps defined should be SMART. What does M stand for
in S.M.A.R.T.?
32
Adapting to the customers competency level is NOT an integral part of providing effective customer
service. Customers should always be knowledgeable of all technical terminologies used during a
conversation.
33
Being able to establish good rapport is important. What are the signs of good rapport with the
client?Select all that applies.
34 Which should NOT be used while trying to reach an agreement with the client?
35
The Service Excellence survey is used to obtain feedback, opinions and perceptions related to service
delivery performance on a regular basis from:
36 In writing or documenting an Incident or Root Cause Analysis report, one should avoid:
37 Which current HP tools from below can be used in reference to Service Level performance?
38 What does a service provider should always deliver to customers?
39
Who is expected to provide input regarding delivery performance in Service Excellence Dashboard?
(unique choice)
40
To resolve the customer or clients business needs, the following techniques should be taken into
account, EXCEPT for:

You are in a Severity 1 technical resolution call and the Technical Lead has asked you to execute
certain commands on servers;
what is the right approach
Escalation Management is NOT:
Select all that apply.
An incident was created with non-impacting severity and assigned to HP platform support team.
But per findings, the entire system was down and the incident should be marked as Sev1.
How will you raise the urgency of this incident so it gets the attention at the appropriate level
considering its impact to the business
What makes an effective team
You are in a technical bridge and discussion is ongoing.
The ADE is asking you for information which is NOT within your capability's scope of work.
What should be the best approach
A long-time customer complains that a member of your team was rude and overbearing.
How can you deal with this complaint in a way that helps build trust
Which statements demonstrate being open-minded and collaborative
The ADM has requested certain tasks to be done for the customer. He needs the tasks to be finished in 3 days.
You are not positive that they can be fully accomplished within that timeframe.
What should you do
Which of the following are customer's expectations when interacting with HP support teams?
What do you understand by sense of urgency
You are in a technical bridge and discussion is ongoing.
The ADE is asking you for information which you think is within your capability's scope of work.
What should be the best approach
Which of the following are insights for collaboration in the workplace
Which of the following need/s to be prepared and sent before every meeting session?
Select all that apply
What is the correct description of HP Enterprise Services VoC survey?
Escalation Management is defined as:
You are in a technical resolution conference call with another 12 participants trying to find a solution.
You have an idea to restore the service.
What should you do?
All Of the Above
Account team
Interrupting the other party. Changing the topic of the discussion
Identifying infrastructure gaps and proposing improvements
Analyzing capacity reports to prevent resource (CPU,
memory, disk space) deficiency
We acknowledge that a mistake was made. Here is our plan
to resolve the resulting issues.
By their preferred name
Escalate the incident/RtOP to higher support level Continue troubleshooting and avoid escalating
Not participating in the ongoing discussion and
troubleshooting by keeping quiet most of the times
Accusing other teams or vendors of problems,
instead of offering to help and resolve the issue
together
Start working on it immediately and get back to the
client/account only when the information has been
found out
Inform the client/account about the estimated
turnaround time upfront and then share the
information as soon as it is available, with
updates in between if it takes longer than
estimated.
Submit a request to update information in the
workflow tool according to the SLA information
provided by the client
Immediately request additional information
regarding the SLA and bring this to the
manager's and account teams attention.
Continue troubleshooting and resolve the
incident the soonest time possible.
Allow them to speak and avoid interrupting Take notes as necessary
Skip the meeting and send apology at the first
possible occasion
It helps create successful and gratifying relationships
It enables others to adapt to your way of
working
All delivery team members
All of the above
Explain the benefits of each action and indicate the
timeframe
Summarize all possible steps by yourself and
deploy them without delay
Give reassurance and positive feedback Personalized service (follow up as necessary)
Not communicating and following up on P1 incident
resolution progress.
Lets use our remaining time to plan, assess the risks
and decide together to proceed or not
Lets consider these options and look at the pros and
cons before deciding.
Show respect for the other person's position or point of view
Start with a positive statement to make
communication less confrontational
Strengths, Weakness, Opportunities,
Threats
TRUE
All of the above
Clarify your understanding or rephrase the information
captured
If the background noise causes too much
interference, kindly request to dial back in the
conference.
Talk over
To all required stakeholders based on critical incident/RtOP
communication protocol and guidelines
Service Excellence Dashboard
Skip the meeting and send apology at the first possible
occasion
Interrupting the other party Changing the topic of the discussion
Measurable
FALSE
The client knows you by name The client believes and relies on you
The other side should be regarded as enemy rather
than partner
The Account team
All Of the Above
Service Delivery Review portal/Servic Excellence dash
board
Value
Account Delivery Executive/ Account Executive
Create an action plan based on assumptions
Understand why you are asked to execute those
commands,
share your analysis on whether they will lead to the
expected outcome, and then perform them if they
will
A process to relieve responsibility by handing to
others for resolution A failure or weakness of any individual
Follow account-specific critical incident handling
process
Clear goals are agreed on so that everyone
understands and is committed to Everyone understands the tasks they have to do and helps each other
Direct the ADE to the appropriate team that he can
contact for the info being requested
View the complaint as an opportunity to strengthen
the customer relationship.
Inform the customer that you will speak with your
teammate and sort out the issue
What do you think we could do differently to prevent
this from happening again
The ADM has requested certain tasks to be done for the customer. He needs the tasks to be finished in 3 days.
Transparency and accountability in their interactions with an organizatio Understand the business needs
Complete the necessary action expected of you in a timely manner
Respond that you will verify the information and will get back to him shortly
Meeting Invite Meeting Agenda
Voice of the Client survey collects extensive and
comprehensive feedback.
The survey is designed to vary questions based on a
client's business view with options of
strategic, strategic & operational, or an end-user
view,
and are based on service offerings that provided to
the client
A process that is initiated when it is determined that
the standard process has not delivered,
or will not deliver, an acceptable solution to the
Customer in an agreed-upon time frame.
You are in a technical resolution conference call with another 12 participants trying to find a solution.
Present your idea with reasoning at the earliest opportunity
Running and participating in Service improvement projects
Acknowledge understanding through verbal prompts
It helps to learn how to communicate more effectively
Ensure that all actions are communicated, understood and agreed
upon prior to execution
Be empathic and use assertive statements
Present your opinion neutrally
Politely ask the customer to repeat his statement
The client looks for you whenever he is in need of help in your area
of work.
Group members listen to each other and everyone's ideas are heard
Prompt response and resolution
Ensure an owner is assigned to each action item
Group members listen to each other and everyone's ideas are heard
Question: 2
of 9
Marked
The ADM has requested certain tasks to be done for the customer. He needs the tasks to be finished in 3 days.
You are not positive that they can be fully accomplished within that timeframe.
What should you do?
Try your best to complete task in 3 days and if you realize that it cant be completed on the third day
then just inform the ADM at that time
Immediately inform the ADM that given task cant be completed in 3 days.
Assess the requirements and have a discussion with the team to come up with a plan to complete the task
in 3 days if possible, or else, immediately request for more time.
Inform your team of the ADMs request and ignore the timeframe
as there is no way the task can be completed within 3 days.
Comments:
Comment
is
mandatory

Question: 3
of 9
Marked
A support team is planning to move from Manual reporting to Automatic.
They are required to share this report with the Account team.
The Automatic report will have different formatting and will not have some additional information
which was present in the Manual report.
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answer.
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Single question view
Single question view
What is the best approach in this situation?
Implement the Automatic reporting, the customer will get used to the format eventually.
Implement the Automatic reporting after review and approval from the account team
Implement the Automatic reporting first then advise the Account team
Continue with the Manual reporting
Comments:
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is
mandatory

Question: 4
of 9
Marked
The customer is requesting for an explanation of a mistake that you made.
What is the BEST response to give?
Here is the history of the issue youre facing.
The narratives below clearly show that this was an understandable miss.
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We acknowledge that a mistake was made. Here is our plan to resolve the resulting issues.
Im sorry for the mistake, it will not happen again.
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Question: 5
of 9
Marked
Using Acronyms
Commenting negative opinions regarding customers or employees
Adding in emoticons after and in between statements
Using slang words
All of the above
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In writing or documenting an Incident or Root Cause Analysis report, one should avoid:
Single question view
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Question: 6
of 9
Marked
Im working on an agreed corrective action plan triggered by a SEV1 incident
but I know that I will need an extra 2 hours past what was agreed.
What should I do?
People will understand that things change during the course of the incident,
I will just need to make sure that expectations are set correctly.
I would do nothing and continue working on the action plan.
I will inform the critical incident management team ASAP.
They will help meto re-define the current action plan and will communicate to all stakeholders
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Question: 7
of 9
Marked
What are the objectives of Escalation Management?
Select all that apply.
Provide order and structure to customer situations that cannot be solved in a timeframe acceptable to the customer
Provide clearly-defined roles and responsibilities
Reprimand teams who do not perform their jobs well
Provide management engagement and communication
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Question: 8
of 9
Marked
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To resolve the customer or clients business needs, the following techniques should be taken into account, EXCEPT for:
Single question view
Single question view
Identify the exact nature of the problem in order to provide the best possible solution
Ensure the solution is acceptable to the customer/client
Create an action plan based on assumptions
Establish an open discussion to ensure all complaints and requests are raised
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Question: 9
of 9
Marked
Respond to questions that were asked to you.
Stand by until someone requests you to perform specific technical tasks.
Introduce yourself and ask for issue details, and actions performed so far.
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answer.
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You are requested to join a technical resolution conference call; what should you do immediately upon joining?
Single question view
Log into server to check the current status of the system.
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The ADM has requested certain tasks to be done for the customer. He needs the tasks to be finished in 3 days.
Try your best to complete task in 3 days and if you realize that it cant be completed on the third day
Assess the requirements and have a discussion with the team to come up with a plan to complete the task
The Automatic report will have different formatting and will not have some additional information
Implement the Automatic reporting, the customer will get used to the format eventually.
We acknowledge that a mistake was made. Here is our plan to resolve the resulting issues.
They will help meto re-define the current action plan and will communicate to all stakeholders
Provide order and structure to customer situations that cannot be solved in a timeframe acceptable to the customer
Identify the exact nature of the problem in order to provide the best possible solution