Customer Relationship Management Answers

Sheet11Which of the following indicates that client is satisfied with the services being provided? All Of the Above2Voice of the Client Interview should be facilitated by: Account team3What are the things that should be avoided while talking with a customer over the phone?Select all that applies.Interrupting the other party. Changing the topic of the discussion4Which of the following activities performed for the client are considered "proactive"? Identifying infrastructure gaps and proposing improvementsAnalyzing capacity reports to prevent resource (CPU, memory, disk space) deficiency Running and participating in Service improvement projects5The customer is requesting for an explanation of a mistake that you made. What is the BEST response to give? We acknowledge that a mistake was made. Here is our plan to resolve the resulting issues.6How should we address customers when we regularly communicate with themBy their preferred name7While troubleshooting a critical incident or RtOP case, what should be the next step if you need FURTHER technical help?Escalate the incident/RtOP to higher support levelContinue troubleshooting and avoid escalating8During a technical conference call, which of the following actions should be avoided? Select all that appliesNot participating in the ongoing discussion and troubleshooting by keeping quiet most of the timesAccusing other teams or vendors of problems, instead of offering to help and resolve the issue together9When client or account team requests for any information from the service delivery team, which is not readily available,Start working on it immediately and get back to the client/account only when the information has been found outInform 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.10While 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. Submit a request to update information in the workflow tool according to the SLA information provided by the clientImmediately 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.11During a meeting discussion with the customer, client or stakeholders, you should: Select all that appliesAllow them to speak and avoid interruptingTake notes as necessaryAcknowledge understanding through verbal prompts12Which action should NOT be performed in case of inability to attend an account or customer facing meeting:Skip the meeting and send apology at the first possible occasion13What are the organizational benefits of learning how to bridge cultural differences in the workplace?Select all that applies.It helps create successful and gratifying relationshipsIt enables others to adapt to your way of workingIt helps to learn how to communicate more effectively14Team 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?All delivery team members15Which of the following tools and methods can help address and mitigate client satisfaction issues?All of the above16In order to develop an effective service improvement action plan, you should: Select all that applies.Explain the benefits of each action and indicate the timeframe Summarize all possible steps by yourself and deploy them without delay Ensure that all actions are communicated, understood and agreed upon prior to executionEnsure an owner is assigned to each action item17Whenever customers express their issues and complaints, their needs can be met by employing the following techniques:Give reassurance and positive feedbackPersonalized service (follow up as necessary)Be empathic and use assertive statements18Which of the following causes the biggest client dissatisfaction?Not communicating and following up on P1 incident resolution progress.19Your 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?Lets use our remaining time to plan, assess the risks and decide together to proceed or not20The ADM has proposed a new process that you dont agree with. What is the best response to give? Lets consider these options and look at the pros and cons before deciding.21Some guidelines in demonstrating RESPECT for others when you communicate are listed below. Select all that applies.Show respect for the other person's position or point of viewStart with a positive statement to make communication less confrontationalPresent your opinion neutrally

22SWOT 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?Strengths, Weakness, Opportunities, Threats23As 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.TRUE24Which of the following indicates that client is satisfied with the services being provided? All of the above25While 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?Clarify your understanding or rephrase the information capturedIf the background noise causes too much interference, kindly request to dial back in the conference.Politely ask the customer to repeat his statement26In communicating your desired meaning during a discussion, the following are effective steps to escalate assertiveness EXCEPT for: Talk over27When Im in a critical incident or potential RtOP case, I communicate: To all required stakeholders based on critical incident/RtOP communication protocol and guidelines28Which of the following tool is used by the account team or client to evaluate the performance of the delivery organizations? Service Excellence Dashboard29Which action should NOT be performed in case of inability to attend an account or customer facing meeting: Skip the meeting and send apology at the first possible occasion 30What are the things that should be avoided while talking with a customer over the phone?Select all that applies.Interrupting the other partyChanging the topic of the discussion31In developing Service Improvement Plans, goals and steps defined should be SMART. What does M stand for in S.M.A.R.T.?Measurable32Adapting 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.FALSE33Being able to establish good rapport is important. What are the signs of good rapport with the client?Select all that applies.The client knows you by nameThe client believes and relies on youThe client looks for you whenever he is in need of help in your area of work.34Which should NOT be used while trying to reach an agreement with the client? The other side should be regarded as enemy rather than partner35The Service Excellence survey is used to obtain feedback, opinions and perceptions related to service delivery performance on a regular basis from:The Account team36In writing or documenting an Incident or Root Cause Analysis report, one should avoid:All Of the Above37Which current HP tools from below can be used in reference to Service Level performance?Service Delivery Review portal/Servic Excellence dash board38What does a service provider should always deliver to customers?Value39Who is expected to provide input regarding delivery performance in Service Excellence Dashboard? (unique choice) Account Delivery Executive/ Account Executive40To resolve the customer or clients business needs, the following techniques should be taken into account, EXCEPT for:Create an action plan based on assumptions 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 approachUnderstand 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 willEscalation Management is NOT: Select all that apply.A process to relieve responsibility by handing to others for resolutionA failure or weakness of any individualAn 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 businessFollow account-specific critical incident handling processWhat makes an effective teamClear goals are agreed on so that everyone understands and is committed toEveryone understands the tasks they have to do and helps each otherGroup members listen to each other and everyone's ideas are heardYou 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 approachDirect the ADE to the appropriate team that he can contact for the info being requestedA 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 trustView the complaint as an opportunity to strengthen the customer relationship. Inform the customer that you will speak with your teammate and sort out the issueWhich statements demonstrate being open-minded and collaborativeWhat do you think we could do differently to prevent this from happening againThe 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 doWhich of the following are customer's expectations when interacting with HP support teams?Transparency and accountability in their interactions with an organizatioUnderstand the business needsPrompt response and resolutionWhat do you understand by sense of urgencyComplete the necessary action expected of you in a timely mannerYou 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 approachRespond that you will verify the information and will get back to him shortlyWhich of the following are insights for collaboration in the workplaceWhich of the following need/s to be prepared and sent before every meeting session?

Select all that applyMeeting InviteMeeting AgendaWhat is the correct description of HP Enterprise Services VoC survey?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 clientEscalation Management is defined as: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. You have an idea to restore the service. What should you do?Present your idea with reasoning at the earliest opportunity

Sheet2Question: 2 of 9Marked

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.

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LabelQuestion: 3 of 9Marked

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.

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




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.

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.




In writing or documenting an Incident or Root Cause Analysis report, one should avoid:

Using Acronyms

Commenting negative opinions regarding customers or employees

Adding in emoticons after and in between statements

Using slang words

All of the above




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




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




To resolve the customer or clients business needs, the following techniques should be taken into account, EXCEPT for:

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




You are requested to join a technical resolution conference call; what should you do immediately upon joining?

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.

Log into server to check the current status of the system.



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