HDI –CSR {CUSTOMER SERVICE
REPRESENTATIVE} EXAM 2024-2025
WITH ACTUAL CORRECT QUESTIONS
AND VERIFIED DETAILED ANSWERS
|FREQUENTLY TESTED QUESTIONS
AND SOLUTIONS |ALREADY GRADED
A+|NEWEST|GUARANTEED PASS
|LATEST UPDATE
Describe the purpose of knowledge management in a service and support environment.
to improve
the efficiency and effectiveness of other
service management processes through the
capture, structure, reuse, and improvement of
knowledge articles.
Define Knowledge-Centered Service (KCS).
• A methodology that seeks to reuse,
improve, and create knowledge in the
service delivery process
• A means of collaboration
• NOT something we do in addition to
solving issues—rather, KCS becomes the
way we solve issues
• First and foremost is about people and
process; technology (tools) are enablers
Define knowledge article.
A knowledge article is a findable, reusable, and
structured object that contains the customer's
experience, the representatives findings, and
the metadata about the article.
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,List the common reasons that service and support centers should implement Knowledge-Centered
Services (KCS).
• Improve First Contact Resolution (FCR)
• Provide consistent answers to the same
repeat questions
• Provide answers to reoccurring complex
issues
• Respond to and resolve issues faster
• Ultimately reduces cost to the
organization
Describe the responsibilities of the customer service representative in knowledge management.
• Use It—A representative must
first seek to understand what
they know before seeking to solve
the customer's issue. Once they
understand the issue, search
the knowledge base. If they find
a resolution that addresses the
customer's issue, then "use it".
• Fix It or Flag It—If an error or way
to improve the quality of an article
is identified, the representative is
responsible for ensuring the knowledge
article is improved. If they have the
authority to make the modification, then
"fix it"; if not, then "flag it" for another
authorized person to fix.
• Add It—Add knowledge whenever an
incident is resolved where knowledge
did not exist.
Identify and describe the purpose of common knowledge management metrics that a customer service
representative should understand.
• First Contact Resolution (FCR)—
attributed to using the knowledge base
• Participation Rate—how often
knowledge is used to resolve an issue
(#, %)
• Knowledge Quality—quality
measurement of knowledge articles
• Number of knowledge articles created
• Number of knowledge articles modified
• Number of knowledge articles reused
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,Define contact.
a request, incident, change,
move or other issue reported to the service
and support center by a customer via any
support delivery method (e.g., telephone,
e-mail, web chat, online support community,
walk-up, etc.).
List best practices for customer management.
• Prepare for the contact
-- Take a deep breath and mentally
prepare for the contact
-- Stop working on other tasks and
focus on the current contact
-- Prepare the tools needed to
document the contact
-- Review the current notes, if
applicable
• Greet the customer
-- Provide a salutation
-- Identify your organization
-- Identify yourself
-- Verify the customer's name and
entitlement
-- Ask an open-ended question to
provide an offer or assistance or
begin the troubleshooting process
• Resolve the issue
-- Assist the customer by resolving,
redirecting, or escalating the issue to
the correct individual or department
• Close the contact
-- Summarize
-- Offer for additional support
-- Thank the customer
-- If on the phone, allow the customer
to hang up first
-- If on IM/chat, allow the customer to
end the connection first
-- Provide documentation to
the customer and ensure the
information in the service
management system is correct
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, List the steps for greeting a customer.
1. Provide a salutation— identify your
support organization, and then
yourself.
2. Request/confirm the customer's name
and/or entitlement.
3. Provide an offer of assistance.
Explain the benefits of using the customer's name.
• Sets the tone for the conversation
• Builds rapport between the
representative and the customer
• Contributes to a positive first impression
of the representative and the service
and support organization
• Serves as a subtle reminder to the
customer that you know who he/she is
and enables him or her to focus if there
is an emotional situation
Identify habits and situations to avoid when interacting with a customer.
• Answering a call or text with another
person
• Expressing negative opinions about
other people, teams, or departments
• Speaking too quickly and not fully
explaining the incident or resolution
• Eating food or chewing gum
• Using acronyms, slang, regional
expressions, and terms of endearment
(e.g., honey, mate, and dear)
• Being drawn into an argument with a
frustrated customer
Explain how to use silent time effectively.
performing
a function while the representative is waiting,
or when the representative is waiting for
a computer response and the customer is
waiting (e.g., during a system reboot). Use
silent time effectively by:
• Building rapport with the customer by
engaging in informal communication,
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