11/15/24, 3:46 PM HDI CUSTOMER SERVICE REP EXAM 2024 ACTUAL EXAM COMPLETE 300 QUESTIONS WITH DETAILED VERIFIED ANSW…
HDI CUSTOMER SERVICE REP EXAM 2024
ACTUAL EXAM COMPLETE 300 QUESTIONS
WITH DETAILED VERIFIED ANSWERS (100%
CORRECT ANSWERS) /ALREADY GRADED A+
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Terms in this set (171)
• Leads by positive example and personal
accountability
• Motivates others
Identify the characteristics • Encourages participation, creative
of an effective leader. thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
,11/15/24, 3:46 PM HDI CUSTOMER SERVICE REP EXAM 2024 ACTUAL EXAM COMPLETE 300 QUESTIONS WITH DETAILED VERIFIED ANSW…
• Taking ownership of incidents or requests
• Admitting to errors
• Adhering to a work schedule
• Knowing your responsibilities and
fulfilling them
Identify ways to exhibit
• Meeting personal and business
personal accountability.
commitments
• Adhering to organization policies and
procedures
• Representing the organization positively
outside the regular work environment
• Meet commitments with every
assignment or meeting
• Approach your manager with solutions,
not problems
• Be open minded—you may not
Identify success factors to understand why a specific managerial
best manage your work decision is made
life. • Practice your creative and critical
thinking skills
• Acknowledge those around you for their
positive contributions
• Identify ways to assist your team and
build trust
abiding by principles and codes that guides how
members of an organization are expected to behave.
Define ethics in business. Ethics includes integrity, which is the honesty of one's
actions, and aligning one's values with the values of
the organization.
,11/15/24, 3:46 PM HDI CUSTOMER SERVICE REP EXAM 2024 ACTUAL EXAM COMPLETE 300 QUESTIONS WITH DETAILED VERIFIED ANSW…
• Provide consistent service to all customers
• Demonstrate integrity in their actions and daily
practices
• Take ownership and hold themselves personally
Describe ethical behavior accountable for their actions
in a support center. • Fulfill commitments
• Protect and enhance the image of the support
center
• Are loyal to the company, support organization, and
team
• Complying with the company code of
conduct
• Reporting unethical and unauthorized
use of company equipment as outlined in
Describe how an the standard operating procedures
customer service • Treating all stakeholders with respect,
representative should be dignity, and being courtesy
ethical. • Conveying accurate and truthful
information
• Providing the same level of quality and
service to all users in order to remain fair
and consistent
, 11/15/24, 3:46 PM HDI CUSTOMER SERVICE REP EXAM 2024 ACTUAL EXAM COMPLETE 300 QUESTIONS WITH DETAILED VERIFIED ANSW…
• 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
Describe the role of a needs. A customer champion represents
customer service the customer and focuses on achieving
representative in the business goals and objectives.
organization. • 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.
• Customer service
• Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
Identify the top skills most
• Ability to work under pressure
commonly required of a
• Adaptability
support professional.
• Interpersonal skills
• Teamwork skills
• Self-motivated, independent worker
• Support experience
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