HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE) PRACTICE TEST QUESTIONS AND ANSWERS.

HDI-CSR (CUSTOMER SERVICE
REPRESENTATIVE) PRACTICE TEST
QUESTIONS AND ANSWERS.

Recognizing that a customer's psychological needs must be met when resolving
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incidents is called? - ANSWER: Customer Call Differentiating
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What is the best way to minimize conflict with a customer? - ANSWER: Remain
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friendly towards the customer.
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A talkative customer can result in extended call times. What is the best practice for
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disengaging from a customer? - ANSWER: Recap the customer's actions.
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Which situation is most appropriate for an escalation? - ANSWER: You have
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exhausted all available resources.
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What is the best way to handle calls related to non-supported items? - ANSWER:
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Advise the customer of other means of getting assistance.
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What is the most important reason for providing status updates to customers? -
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ANSWER: Customers need to know when they can get back to work.
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What is a best practice for documenting cases or incidents? - ANSWER: Use
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correct punctuation.
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What is a best practice for building positive working relationships with others groups
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in the support center? - ANSWER: Share your knowledge and expertise.
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What is the best reason for matching the communication style of your customer? -
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ANSWER: Matching the communication style of your customer increases customer
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satisfaction.
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What is the best reason for demonstrating confidence? - ANSWER: Demonstrating
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confidence puts you in control of calls.
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What is the best description of paraphrasing? - ANSWER: Paraphrasing is using
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your own words to confirm your understanding of what the customer has said.
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You have asked a customer to reboot his or her computer. What is the best way to
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use silent time? - ANSWER: Review the call history.
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, What information should be documented for every case or incident? - ANSWER: All
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information pertaining to attempted and successful resolutions.
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What is the best reason for logging all incidents? - ANSWER: Logging incidents
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provides information that can be reused.
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What is the most likely benefit of recording all incidents? - ANSWER: Recording all
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incidents allows the support center to be proactive.
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You have just received a customer call, but there are other team members laughing
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and joking in your area. What is the best course of action? - ANSWER: Ask your
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team members to please quiet down before answering the phone.
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What is the best reason for having security policies in the support center? -
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ANSWER: Security policies protect the company and its customers.
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What is the best example of active listening? - ANSWER: Taking notes while you
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talk to the customer.
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What is the purpose of asking open-ended questions? - ANSWER: Open-ended
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questions attempt to obtain elaboration or narrative.
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Which message follows best practices for writing business e-mails? - ANSWER:
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Dear Sarah, we have completed the work you requested on Mr. Smith's printer.
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The printer cartridge was out of ink and has been replaced. It is now working
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properly. If there is anything else we can do for you, please contact the support
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center at extension 4357. Thank you.
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What is the best reason for empathizing with a customer? - ANSWER: Empathizing
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with a customer lets the customer know that you understand how he or she feels.
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What action should be avoided when documenting incidents? - ANSWER:
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Recording customer emotions.
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What is the best example of an open-ended question? - ANSWER: Describe the
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steps you have taken to resolve the incident so far.
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A customer with an important presentation to give in one-hour is upset because a
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document will not print. You ask the customer question about the incident, but the
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customer keeps talking about what will happen if the document is not available.
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What should you do to get the customer to refocus on the incident? - ANSWER:
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Allow the customer to vent.
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What is an important benefit of active listening? - ANSWER: Active listening
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improves the quality of incident analysis.
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