CURRENTLY TESTING EXAM OF HDI CUSTOMER SERvICE REp WITH ACTUAL CORRECT DETAILED ANSWERS
3 views 0 purchase
Course
HDI CUSTOMER SERvICE RE
Institution
HDI CUSTOMER SERvICE RE
CURRENTLY TESTING EXAM OF HDI CUSTOMER
SERvICE REp WITH ACTUAL CORRECT DETAILED
ANSWERS CURRENTLY TESTING EXAM OF HDI CUSTOMER
SERvICE REp WITH ACTUAL CORRECT DETAILED
ANSWERS CURRENTLY TESTING EXAM OF HDI CUSTOMER
SERvICE REp WITH ACTUAL CORRECT DETAILED
ANSWERS CURRENTLY TESTING...
CURRENTLY TESTING EXAM OF HDI CUSTOMER
SERvICE REp WITH ACTUAL CORRECT DETAILED
ANSWERS
Identify the characteristics of an effective leader. - ANSWER-• Leads by positive example and personal
accountability
• Motivates others
• Encourages participation, creative
thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
Identify ways to exhibit personal accountability. - ANSWER-• Taking ownership of incidents or requests
• Admitting to errors
• Adhering to a work schedule
• Knowing your responsibilities and
fulfilling them
• Meeting personal and business
commitments
• Adhering to organization policies and
,procedures
• Representing the organization positively
outside the regular work environment
Identify success factors to best manage your work life. - ANSWER-• Meet commitments with every
assignment or meeting
• Approach your manager with solutions,
not problems
• Be open minded—you may not
understand why a specific managerial
decision is made
• Practice your creative and critical
thinking skills
• Acknowledge those around you for their
positive contributions
• Identify ways to assist your team and
build trust
Define ethics in business. - ANSWER-abiding by principles and codes that guides how members of an
organization are expected to behave. Ethics includes integrity, which is the honesty of one's actions, and
aligning one's values with the values of the organization.
Describe ethical behavior in a support center. - ANSWER-• Provide consistent service to all customers
• Demonstrate integrity in their actions and daily practices
• Take ownership and hold themselves personally accountable for their actions
• Fulfill commitments
• Protect and enhance the image of the support center
• Are loyal to the company, support organization, and team
Describe how an customer service representative should be ethical. - ANSWER-• Complying with the
company code of
,conduct
• Reporting unethical and unauthorized
use of company equipment as outlined in
the standard operating procedures
• Treating all stakeholders with respect,
dignity, and being courtesy
• Conveying accurate and truthful
information
• Providing the same level of quality and
service to all users in order to remain fair
and consistent
Describe the role of a customer service representative in the organization. - ANSWER-• An Expert—a
person with a high degree
of business and/or technical knowledge,
skills, or experience. An expert is able to
respond to the business issue with the
appropriate sense of urgency.
• A Customer Champion—a person who
advocates for the customer and their
needs. A customer champion represents
the customer and focuses on achieving
business goals and objectives.
• An Expeditor—a person who executes
quickly and effectively. If unable to
resolve an issue, an expeditor will
escalate the issue to the appropriate
resource who can resolve the issue, and
continue to follow up in a timely manner
to ensure the issue has been resolved to
, the customer's satisfaction.
Identify the top skills most commonly required of a support professional. - ANSWER-• Customer
service
• Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work under pressure
• Adaptability
• Interpersonal skills
• Teamwork skills
• Self-motivated, independent worker
• Support experience
Describe the primary responsibilities of a customer service representative in a service and support
organization. - ANSWER-• Providing high quality customer care on
every interaction
• Receiving and resolving the initial
customer request or incident
• Adhering to policy and standard
operating procedures
• Maintaining product knowledge on new
and existing products and services
• Educating the customer and enhancing
the customer experience
• Reusing, improving, and creating
knowledge
• Providing accurate information and
solutions to customers
• Staying informed about the changing
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller DrJudy. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $22.49. You're not tied to anything after your purchase.
