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HDI CSR EXAM STUDY GUIDE
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HDI CSR EXAM STUDY GUIDE
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HDI CSR EXAM STUDY GUIDECSR - Answers- Customer Service Representative
(1.1.1) Characteristics of an effective leader - Answers- Lead by example
Motivates others
Encourages participation, creative thinking and initiative
Positive attitude
Ethical behavior
HDI Standard Catagories - Answers- Leadership
Strategy & Policy
People Management
Resources
Process and procedure
Performance Results
(1.1.2) Ways To exhibit personal accountability - Answers- Taking ownership of
incidents
Admitting to errors
Adhering to work schedules
Knowing and fulfilling responsibilities
Meeting personal commitments
Adhering to organization policies and procedures
Representing the organization positively
(1.1.3) Techniques to manage work life - Answers- Be on time
Approach management with solutions
Trust your manager
Take good care of physical health (impacts problem solving and critical thinking)
Acknowledge dedication of others
Identify ways to assist your manager
(1.2.1) Ethical behaviour - Answers- Consistent service to all
Demonstrate honesty and integrity
Tak ownership & hold yourself personally accountable
Fulfill commitments
Protect & enhance image of team/center
Loyal to team
(1.3.1) Multitasking abilities - Answers- Switch between tasks smoothly
Prioritize tasks
Organize work effectively
(1.3.2) Techniques for time management - Answers- Planning projects and activities in
advance
,Prioritizing tasks
Addressing important tasks 1st
Accurately estimating and planning duration of non-routine tasks
optimizing routine tasks
Use time management tools like "to-do" lists
Say "no" when appropriate
(1.4.1) Effective use of e-mail - Answers- Optimize message content to audience
Subject line that reflects content
Easy to understand, quick to read message
Clear, concise business language
Proofread message before sending
Avoid fancy fonts
Include original message
Use appropriate punctuation
Avoid abbreviations and emoticons
Use appropriate capitalization
(1.5.1) Ideas for staying informed - Answers- Attend courses and seminars
Network with other professionals
Read industry publications
Join industry groups
Subscribe/participate in online discussion groups
(1.6.1) Ways to deliver consistent quality service - Answers- Respond in a timely
manner
Understand and document customer needs
Take ownership of customer incidents
Make specific commitments faithful to policies and meet or exceed them
Resolve or assist in meeting incident SLA
Enhance customer relationships
Promote the team/center image
Recognize potential marketing opportunities (upselling /cross-selling)
(1.6.2) CSR responsibilities - Answers- Receive the incident
Perform duties in a courteous, professional manner
Maintain & enhance customer satisfaction
Document and share knowledge
Provide accurate information
Redirect customer request as needed
Stay informed about the industry
Techniques for cross-cultural communication - Answers- Listen actively
Match customer communication style
Use standard language expressions and simple sentences
Moderate the pace
, Ket the customer know if you are having difficulties understanding
Encourage the customer to ask for clarification when nedded
Pause to consider what is being said
Use e-mail, faxes, notes, etc to enhance understanding
Used closed-ended verification questions
Paraphrase the customer request/question
(1.7.2) Impacts of language barriers - Answers- Misunderstanding of customer needs
Misunderstanding of instructions
Frustration of customer/analyst
Poor customer satisfaction
Unintended insults
Misscommunication
Increased risk of escalation
(1.7.3) Language assistance options - Answers- Translation app (web-based or PC
tool)
Interpreter (other staff, people at customer site, phone-in conferencing service)
(1.7.4) When to obtain assistance - Answers- Frustration levels increase
Little or no understanding on either side
Words used by customer do not seem logical
(1.8.1) Define Emotional Intelligence - Answers- Ability to recognize what you are
feeling
Ability to manage one's own emotions
Being able to recognize the emotions of others
Managing the situation to reduce unproductive emotions in others
Ability to create a sincere and authentic relationship that promotes value and
productivity
(1.8.2) Why emotional intelligence is important - Answers- Recognition of customer's
emotional impact on statement and understanding of business need and solutions
available
Recognition of one's own emotional state and impact on quality of service
Understand emotional impacts on how people communicate
(1.8.3) 3 main components of Emotional Intelligence - Answers- Self-awareness
Emotional management of self and others
Emotional connection
(1.8.4) Describe emotional hijack - Answers- Perceive a threat from a situation or
person
Change in the chemistry of the brain that hinders rational or clear thinking
Can last up to 18 minutes
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