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HDI CUSTOMER SERVICE REP EXAM 2024 COMPLETE 300 QUESTIONS WITH 100% CORRECT DETAILED AND VERIFIED ANSWERS BRAND NEW EXAM ALREADY GRADED A+$22.99
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HDI CUSTOMER SERVICE REP EXAM 2024
COMPLETE 300 QUESTIONS WITH 100%
CORRECT DETAILED AND VERIFIED
ANSWERS BRAND NEW EXAM ALREADY
GRADED A+
What is an important reason for a customer service
representative to follow company policies? -
....ANSWER...Protect the organization from legal
liabilities.
Which is an example of emotional intelligence? -
....ANSWER...Self-awareness
Which message follows best practices for responding to
a customer's e-mail? -
....ANSWER...Thank you for your inquiry. A
representative will respond within 4 hours.
What is NOT a recommended technique for managing
stress? - ....ANSWER...Take a long lunch and leave early
What is a reason for having security policies in the
service and support center? - ....ANSWER...Security
1
,policies protect the company and its customers.
What is a best practice to follow when writing an e- mail
to a customer? - ....ANSWER...Review messages before
sending them.
Recognizing that a customer's psychological needs must
be met when resolving incidents is called? -
....ANSWER...Customer Call Differentiating
What is the best way to minimize conflict with a
customer? - ....ANSWER...Remain friendly towards the
customer.
A talkative customer can result in extended call times.
What is the best practice for disengaging from a
customer? - ....ANSWER...Recap the customer's actions.
Which situation is most appropriate for an escalation? -
....ANSWER...You have exhausted all available
resources.
What is the best way to handle calls related to non-
supported items? - ....ANSWER...Advise the customer of
other means of getting assistance.
2
,What is the most important reason for providing status
updates to customers? -
....ANSWER...Customers need to know when they can get
back to work.
What is a best practice for documenting cases or
incidents? - ....ANSWER...Use correct punctuation.
What is a best practice for building positive working
relationships with others groups in the support center? -
....ANSWER...Share your knowledge and expertise.
What is the best reason for matching the communication
style of your customer? -
....ANSWER...Matching the communication style of your
customer increases customer satisfaction.
What is the best reason for demonstrating confidence? -
....ANSWER...Demonstrating confidence puts you in
control of calls.
What is the best description of paraphrasing? -
....ANSWER...Paraphrasing is using your own words to
confirm your understanding of what the customer has
said.
3
, You have asked a customer to reboot his or her computer.
What is the best way to use silent time? -
....ANSWER...Review the call history.
What information should be documented for every case or
incident? - ....ANSWER...All information pertaining to
attempted and successful resolutions.
What is the best reason for logging all incidents? -
....ANSWER...Logging incidents provides information that
can be reused.
What is the most likely benefit of recording all incidents?
- ....ANSWER...Recording all incidents allows the support
center to be proactive.
You have just received a customer call, but there are
other team members laughing and joking in your area.
What is the best course of action? -
....ANSWER...Ask your team members to please quiet
down before answering the phone.
4
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