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
What is the best way to minimize conflict with a customer? - Answers- Remain friendly
towards the customer.
Which situation is most appropriate for an escalation? - Answers- You have exhausted
all available resources.
What is the best reason for matching the communication style of your customer? -
Answers- Matching the communication style of your customer increases customer
satisfaction.
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.
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 percentage of customer satisfaction consists of meeting the customer's
psychological needs? - Answers- Seventy-five percent (75%) of customer satisfaction
consists of meeting the customer's psychological needs.
What percentage of customer satisfaction consists of meeting the customer's business
needs and providing service and support? - Answers- Only Twenty-five percent (25%)
of customer satisfaction consists of meeting the customer's business needs and
providing service and support.
What is the best reason for demonstrating confidence? - Answers- Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - Answers- Paraphrasing is using your
own words to confirm your understanding of what the customer has said.
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.
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