HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE) EXAM NEWEST
2024-2025 COMPLETE QUESTIONS AND CORRECT DETAILED ANSWE
(VERIFIED ANSWERS)
Study online at https://quizlet.com/_fq6xeg
What is the best way to minimize conflict
Remain friendly towards the customer.
with a customer?
Which situation is most appropriate for You have exhausted all available re-
an escalation? sources.
Matching the communication style of
What is the best reason for matching the
your customer increases customer satis-
communication style of your customer?
faction.
What is the best reason for demonstrat- Demonstrating confidence puts you in
ing confidence? control of calls.
Paraphrasing is using your own words to
What is the best description of para-
confirm your understanding of what the
phrasing?
customer has said.
What is the best example of active listen- Taking notes while you talk to the cus-
ing? tomer.
What is the purpose of asking open-end- Open-ended questions attempt to obtain
ed questions? elaboration or narrative.
Dear Sarah, we have completed the work
you requested on Mr. Smith's printer. The
printer cartridge was out of ink and has
Which message follows best practices
been replaced. It is now working properly.
for writing business e-mails?
If there is anything else we can do for
you, please contact the support center at
extension 4357. Thank you.
Empathizing with a customer lets the
What is the best reason for empathizing
customer know that you understand how
with a customer?
he or she feels.
What is the best example of an Describe the steps you have taken to
open-ended question? resolve the incident so far.
A customer with an important presenta-
tion to give in one-hour is upset because
a document will not print. You ask the
Allow the customer to vent.
customer question about the incident,
but the customer keeps talking about
what will happen if the document is not
1/2
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