HDI CUSTOMER SERVICE REP EXAM
2025 LATEST ACTUAL EXAM 170
QUESTIONS WITH VERIFIED CORRECT
ANSWERS. A+ GRADE ASSURED
1 Identify the characteristics of an effective leader.: • Leads by positive example
and personal accountability
• Motivates others
• Encourages participation,
creativethinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
2. Identify ways to exhibit personal accountability.: • Taking ownership of
incidents or requests • Admitting to errors
• Adhering to a work schedule
• Knowing your responsibilities
andfulfilling them
• Meeting personal and
businesscommitments
,• Adhering to organization policies
andprocedures
• Representing the organization
positivelyoutside the regular work
environment
3. Identify success factors to best manage your work life.: • Meet commitments
with every
Assignment or meeting
• Approach your manager with
solutions,not problems
• Be open minded—you may
notunderstand why a specific managerial
decision is made
• Practice your creative and
criticalthinking skills
• Acknowledge those around you for
theirpositive contributions
• Identify ways to assist your team
andbuild trust
4. Define ethics in business.: 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.
5 Describe ethical behavior in a support center.: • 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
6. Describe how an customer service representative should be ethical.: •
Complying with the company code of conduct
• Reporting unethical and
unauthorizeduse of company equipment
as outlined in the standard operating
procedures • Treating all stakeholders
with respect, dignity, and being courtesy
• Conveying accurate and
truthfulinformation
• Providing the same level of quality
andservice to all users in order to remain
fair and consistent
7. Describe the role of a customer service representative in the organization.: • 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
whoadvocates 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
executesquickly 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.
8 Identify the top skills most commonly required of a support professional.: •
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
9. Describe the primary responsibilities of a customer service representative in a
service and support organization.: • Providing high quality customer care on every
interaction
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