Exam (elaborations)
HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE) PRACTICE TEST
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HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE) PRACTICE TEST
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HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE)PRACTICE TEST
Recognizing that a customer's psychological needs must be met when resolving
incidents is called? - Answers- Customer Call Differentiating
What is the best way to minimize conflict with a customer? - Answers- Remain friendly
towards the customer.
A talkative customer can result in extended call times. What is the best practice for
disengaging from a customer? - Answers- Recap the customer's actions.
Which situation is most appropriate for an escalation? - Answers- You have exhausted
all available resources.
What is the best way to handle calls related to non-supported items? - Answers- Advise
the customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? -
Answers- Customers need to know when they can get back to work.
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? - Answers- Ask your team
members to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? - Answers-
Security policies protect the company and its customers.
What is the best example of active listening? - Answers- Taking notes while you talk to
the customer.
What is the purpose of asking open-ended questions? - Answers- Open-ended
questions attempt to obtain elaboration or narrative.
Which message follows best practices for writing business e-mails? - Answers- Dear
Sarah, we have completed the work you requested on Mr. Smith's printer. The printer
cartridge was out of ink and has been replaced. It is now working properly. If there is
anything else we can do for you, please contact the support center at extension 4357.
Thank you.
What is the best reason for empathizing with a customer? - Answers- Empathizing with
a customer lets the customer know that you understand how he or she feels.
What action should be avoided when documenting incidents? - Answers- Recording
customer emotions.
, What is the best example of an open-ended question? - Answers- Describe the steps
you have taken to resolve the incident so far.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question about the incident, but the
customer keeps talking about what will happen if the document is not available. What
should you do to get the customer to refocus on the incident? - Answers- Allow the
customer to vent.
What is an important benefit of active listening? - Answers- Active listening improves
the quality of incident analysis.
A customer calls because she is having trouble accessing the Internet. The customer is
angry that this incident keeps recurring and begins to complain about the network team.
What is your best way to respond to the customer? - Answers- Empathize with the
customer before addressing the incident.
What is the best way to magic a customer's communication style? - Answers- Use the
same level of terminology as the customer.
When is it most appropriate to escalate incidents to a supervisor? - Answers- Escalate
an incident if the incident has a high business or financial impact.
What is the best description of a team? - Answers- A team is a group of people working
as one unit.
What is the most likely benefit of asking closed-ended questions? - Answers- Asking
closed-ended questions allows you to obtain specific information.
What is a best practice to follow when closing a customer case? - Answers- Send the
customer a written confirmation of the customer case closure through e-mail.
Which is the best reason for using a standard greeting when answering telephone calls?
- Answers- Promotes the image of the support center.
What is the most important benefit of active listening? - Answers- Active listening
improves the quality and details of call documentation.
What is a best practice for obtaining assistance when supporting a customer whose
primary language is different than yours? - Answers- Obtain assistance when
frustration levels are increasing.
What action should be "AVOIDED" when helping a customer on the phone? - Answers-
Requesting that the customer repeat documented information.
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