HDI CUSTOMER SERVICE REP EXAM 2024
ACTUAL EXAM COMPLETE 300
QUESTIONS WITH DETAILED VERIFIED
ANSWERS (100% CORRECT ANSWERS)
/ALREADY GRADED A+
What is the first step you should take when it is
necessary to place a customer on hold? -
....ANSWER...Ask the customer for permission.
What is a responsibility of a customer service
representative? - ....ANSWER...Representing the
support center in a professional manner.
What is the support center responsible for? -
....ANSWER...Providing quality support and following
organization guidelines.
,What is a key benefit of active listening? -
....ANSWER...Improves accuracy and reduces
resolution time.
What are some common quality assurance practices
followed by a service and support center? -
....ANSWER...Email, chat, incident, and phone call
monitoring.
What is the appropriate response if you do NOT know
the answer to a customer's question? -
....ANSWER...Take ownership and find out what the
answer is.
When is it important for you to log an incident or
service request? - ....ANSWER...Every time you
handle an incoming contact.
What action can you take to help you manage
customers more effectively? -
....ANSWER...Paraphrase to clarification the issue
What should you AVOID doing when dealing with
customers on the phone? - ....ANSWER...Carrying on
another conversation.
,What is a good strategy to use to take control of a
conversation with a customer who begins to talk
about things that are not related to the issue? -
....ANSWER...Ask the customer closed-ended
questions.
What is an important reason for you to effectively
manage contacts? - ....ANSWER...Improves overall
customer satisfaction.
Why should all incidents be logged in the incident
management system? - ....ANSWER...To create an
audit trail of interactions with customers.
What is the most likely result of a lack of
documentation for processes and procedures? -
....ANSWER...Customers will not consistently receive
quality service.
What should NOT be used when documenting
incidents? - ....ANSWER...Acronyms
, What is a best practice to follow when documenting
incidents? - ....ANSWER...Use correct punctuation,
spelling, and grammar.
What is an important reason for you to effectively
manage contacts? - ....ANSWER...Improves overall
customer satisfaction.
How can you adapt to your customer's competency
level? - ....ANSWER...Mirror the customer's
vocabulary and communication style.
What is an effective way for the service and support
center to find out what is important to customers? -
....ANSWER...Customer satisfaction surveys
What is a best practice to follow when documenting
incidents? - ....ANSWER...Use correct punctuation,
spelling, and grammar.
What is the most likely result of customers having to
wait longer than expected before their calls are
answered? - ....ANSWER...High customer frustration
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