DI Customer Service Representative
Final Exam *Q&A* (100% Correct)
2024/2025 |VERIFIED|
What does HDI stand for in customer service?
a) Human Development Index
b) Help Desk Institute
c) High Definition Imaging
d) Hyper-Digital Interface
b) Help Desk Institute
What is t...
HDI Customer Service Representative
Final Exam *Q&A* (100% Correct)
2024/2025 |VERIFIED|
What does HDI stand for in customer service?
a) Human Development Index
b) Help Desk Institute
c) High Definition Imaging
d) Hyper-Digital Interface
b) Help Desk Institute
What is the primary goal of customer service?
Providing timely assistance and ensuring customer satisfaction.
Which of the following is NOT a key customer service skill?
a) Empathy
b) Technical knowledge
c) Indifference
d) Active listening
c) Indifference
What is a common reason for customer complaints?
Poor product quality or service experience.
In handling a difficult customer, what is the first step you should take?
a) Argue with them
b) Listen to their concerns
c) Transfer them to a manager
1
,d) Ignore their complaints
b) Listen to their concerns
Which of the following tools can enhance customer service efficiency?
a) Email
b) Phone calls
c) Live chat software
d) All of the above
d) All of the above
What does a service-level agreement (SLA) typically define?
The expected level of service between a service provider and a customer.
What is an effective way to follow up with a customer after resolving their issue?
Sending a thank-you email and asking for feedback on their experience.
Which of these actions shows empathy towards a customer?
a) Repeating their issue
b) Acknowledging their feelings
c) Dismissing their concerns
d) Giving them a script
b) Acknowledging their feelings
What should you do if you don’t know the answer to a customer’s question?
a) Make something up
b) Tell them you will find out and get back to them
c) Ignore the question
d) Refer them to someone else without explanation
2
, b) Tell them you will find out and get back to them
What is the purpose of customer feedback?
To improve services and products based on customer experiences.
How often should customer service representatives undergo training?
Regularly, to stay updated on products and services.
What is an appropriate response to a customer who is angry?
a) Escalate the issue immediately
b) Remain calm and listen
c) Tell them to calm down
d) Offer a refund right away
b) Remain calm and listen
Which of the following metrics is commonly used to measure customer satisfaction?
a) Net Promoter Score (NPS)
b) Revenue growth
c) Number of employees
d) Marketing expenses
a) Net Promoter Score (NPS)
What does "first contact resolution" mean?
Resolving a customer's issue on their first interaction with customer service.
How should you handle a situation where a customer is rude?
Remain professional and focus on resolving their issue.
What is the importance of active listening in customer service?
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, It helps understand the customer’s needs and builds rapport.
In customer service, what does the term "escalation" refer to?
Passing a customer’s issue to a higher level of authority for resolution.
What can you do to personalize customer interactions?
Use their name and reference previous interactions.
What is a common mistake in customer service?
Not following up after an issue is resolved.
How can a customer service representative demonstrate problem-solving skills?
By finding solutions to customer issues quickly and effectively.
What is the benefit of having a knowledge base for customer service?
It provides quick access to information and helps in solving customer inquiries.
What role does empathy play in customer service?
It helps in understanding and connecting with customers on an emotional level.
What should you do if a customer requests a refund?
a) Immediately issue the refund
b) Follow company policy and gather necessary information
c) Tell them refunds are not allowed
d) Ignore their request
b) Follow company policy and gather necessary information
How can you maintain a positive attitude in a stressful customer service environment?
By practicing self-care and focusing on solutions.
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