HDI CUSTOMER SERVICE REP EXAM 2024 COMPLETE
200 ACTUAL EXAM QUESTIONS WITH DETAILED
VERIFIED ANSWERS (100% CORRECT ANSWERS)
/ALREADY GRADED A+
Identify the characteristics of an effective leader. - Correct Answer - • Leads by positive
example and personal accountability
• Motivates others
• Encourages participation, creative
thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
Define effective time management. - Correct Answer - Effective time management is the
act of
prioritizing tasks and limiting distractions in
order to maximize the return on personal
efficiency and productivity.
Describe the benefits of effective time management. - Correct Answer - • Improved
productivity for all parties involved
• Improved customer relations
• Reduced stress
Explain how to manage the use of your time efficiently. - Correct Answer - • Follow
standard operating procedures
pg. 1
,when performing routine tasks
• Use a time management tool or daily
"to-do" list
• Confirm priorities with your manager,
make them aware when competing
priorities arise.
• Prioritize incidents based on documented
business impact and urgency
• Plan projects and activities in advance, if
possible
• Prioritize projects and tasks in order of
importance
Define service management. - Correct Answer - a set of specialized
organizational capabilities for providing value
to customers in the form of services.
Describe the concept best practice. - Correct Answer - a technique, method, or
process which is regarded as more effective
at delivering a particular outcome than any
other technique, method, or process; based on
repeatable and measurable procedures that
have proven themselves over time.
Describe the purpose of best practices in a service management environment. - Correct
Answer - to achieve better
business results by using proven industry
practices.
pg. 2
,Define service level target. - Correct Answer - A documented, measurable commitment
to
provide a specific standard of service, often
documented in a service level agreement.
Describe the purpose of a service level agreement (SLA). - Correct Answer - • Ensures
that the level of service
provided meets the business needs
• Sets and manages customer
expectations for the level of services
provided
• Ensures that all the internal
organizations and third parties
(suppliers) that provide the services
understand the level of service required
by the business via operating level
agreements (OLA) and underpinning
contracts (UC).
• SLA's are documents that should be
reviewed on a regular basis and updated
as necessary.
Explain the role of a service and support center. - Correct Answer - provide advice,
guidance, information, and
when required, the restoration of normal
services to its customers enabling them to
achieve their business goals.
A service and support center:
• Serves as the single-point-of-contact
pg. 3
, (SPOC) for all stakeholders within the
business
• Focuses on getting customers back to
work as quickly as possible after they
have suffered an interruption (incident)
or if they need something (request)•
Executes activities and tasks within
the Request Fulfillment, Access
Management, Knowledge Management,
and Incident Management processes
• Communicates and collaborates with
stakeholders to ensure that the service
and support provided meets the
customer's needs according to the SLA;
and improves the customer experience,
thus increasing customer satisfaction
Describe how the service and support center provides value to the organization. -
Correct Answer - • Improving customer service satisfaction
• Increasing accessibility using a single
operational point of contact (SPOC)
• Providing a proactive approach to service
and support
• Reducing negative business impact to the
customer and the organization
• Leveraging service and support
resources and expertise to increase the
productivity of all professionals across
the business
pg. 4
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