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HDI CUSTOMER SERVICE REP EXAM 2024/2025 NEWEST!! ACTUAL COMPLETE 300 REAL EXAM QUESTIONS AND CORRECT DETAILED ANSWERS (VERIFIED ANSWERS) /ALREADY GRADED A+$26.59
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HDI CUSTOMER SERVICE REP EXAM 2024/2025 NEWEST!!
ACTUAL COMPLETE 300 REAL EXAM QUESTIONS AND
CORRECT DETAILED ANSWERS (VERIFIED ANSWERS)
/ALREADY GRADED A+
Define Emotional Intelligence (EI). - ANSWER -• The
ability to recognize and know "in the moment" what
emotions you are feeling and what they mean
• Managing one's
emotions so that they
do not overwhelm the
situation and one's
thinking capability
• Being able to correctly
recognize the emotions
that others are feeling •
Helping manage other's
emotions in order to
ensure that those
emotions do not
overwhelm the
situations and their
ability to think clearly
• The ability to create
sincere and authentic
relationships that
, produce value and
productivity
Explain why Emotional Intelligence is important to the role of a
customer service representative. - ANSWER -• It is important to
understand a customer's emotional need as well as their business
need
• It makes one more
aware of their own
reactions and how it
impacts the quality of
the relationship between
them and customers,
peers, and management
• It is important to
understand how people
work and become
skilled in creating
relationships
Describe common service and support center metrics that a
customer service representative should know. - ANSWER -
Abandonment (ADD) rate— The percentage
of contacts that
terminate (i.e., hang up)
before answered—
usually measured at
intervals
,Average Response
Time— The average
amount of time that a
customer is waiting
before the contact is
answered. Types of
metrics include:
-- Average Speed to Answer (ASA)—phone
-- Average Time to
Respond to E-mail
-- Average Time to
Respond to Chat
-- Average Time to
Respond to Web/
Online Tickets
Average Handle Time
(AHT)—The average
amount of time spent in
contact with the customer;
usually timed from when
the contact is sent to the
representative to the time it
is closed, including any
customer hold time when
providing phone support.
Mean Time to Resolve
(MTRS)—The average
, amount of time between
the discovery or
report of a failure or fault
until the incident is
marked resolved, as
agreed upon by the
customer. Also known as
Mean Time to Restore
Service (MTRS).
Mean Time to Repair
(MTTR)— The
average
amount of time to repair a
failed component, device,
or service. Measured from
the point of failure to time
or repair—does not include
restore time.
First Contact Resolution
(FCR) Rate—The
percentage at which a
single contact is resolved
to the customer's
satisfaction via the initial
contact, and no further
action is required.
Calculating FCR requires
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