|Verified| HDI-CSR (Help Desk Institute -
Customer Service Representative)
Certification Exam (100% Correct)
Already Passed 2024/2025
What does HDI stand for in the context of customer service certifications?
Help Desk Institute
Which of the following is a primary responsibility of a ...
|Verified| HDI-CSR (Help Desk Institute -
Customer Service Representative)
Certification Exam (100% Correct)
Already Passed 2024/2025
What does HDI stand for in the context of customer service certifications?
Help Desk Institute
Which of the following is a primary responsibility of a Customer Service Representative?
Assisting customers with inquiries and issues
What is the significance of effective communication in customer service?
It helps build rapport and resolve issues efficiently
Which of these skills is essential for a CSR?
Active listening
What does the acronym CSR stand for?
Customer Service Representative
In customer service, what does the term "first contact resolution" refer to?
Resolving a customer's issue during the first interaction
What is a common strategy for managing difficult customers?
Staying calm and empathetic
Which metric is often used to measure customer satisfaction?
1
, Net Promoter Score (NPS)
What role does empathy play in customer service?
It helps understand the customer’s feelings and perspectives
What is one way to handle an angry customer effectively?
Acknowledge their feelings and apologize sincerely
In customer service, what does the term "escalation" mean?
Referring a customer issue to a higher authority or specialist
What is the purpose of a knowledge base in customer support?
To provide quick access to information and solutions for common issues
What is the importance of follow-up in customer service?
It shows customers that their concerns are valued and addressed
Which of these is a key component of service level agreements (SLAs)?
Response time
What does "customer-centric" mean in the context of service delivery?
Prioritizing the needs and satisfaction of customers
What is the benefit of using customer feedback in service improvement?
It helps identify areas for improvement and enhances service quality
Which of the following describes a "service culture"?
An organizational commitment to delivering excellent customer service
2
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