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HDI-CSR CUSTOMER SERVICE REPRESENTATIVE LATEST EXAM WITH QUESTIONS AND WELL VERIFIED ANSWERS || ALREADY GRADED A+ | GUARANTEED PASS | LATEST VERSION 2024/2025$24.49
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HDI-CSR CUSTOMER SERVICE REPRESENTATIVE LATEST EXAM WITH QUESTIONS AND WELL VERIFIED ANSWERS || ALREADY GRADED A+ | GUARANTEED PASS | LATEST VERSION 2024/2025
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HDI-CSR CUSTOMER SERVICE REPRESENTATIVE
Institution
HDI-CSR CUSTOMER SERVICE REPRESENTATIVE
HDI-CSR CUSTOMER SERVICE
REPRESENTATIVE LATEST EXAM WITH
QUESTIONS AND WELL VERIFIED ANSWERS ||
ALREADY GRADED A+ | GUARANTEED PASS |
LATEST VERSION 2024/2025
Describe the responsibilities of the customer service representative in knowledge
management. - ANSWER-• Use...
HDI-CSR CUSTOMER SERVICE
REPRESENTATIVE LATEST EXAM WITH
QUESTIONS AND WELL VERIFIED ANSWERS ||
ALREADY GRADED A+ | GUARANTEED PASS |
LATEST VERSION 2024/2025
Describe the responsibilities of the customer service representative in knowledge
management. - ANSWER-• 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 bases. 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. - ANSWER-• 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
Define contact. - ANSWER-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. - ANSWER-• 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
List the steps for greeting a customer. - ANSWER-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. - ANSWER-• 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
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