HDI-CSR (CUSTOMER SERVICE REPRESENTATIVE) EXAM NEWEST
2024-2025 COMPLETE QUESTIONS AND CORRECT DETAILED ANSWE
(VERIFIED ANSWERS)
Study online at https://quizlet.com/_fq774s
1. Recognizing that a customer's psychological needs must be met when
resolving incidents is called?: Customer Call Differentiating
2. What is the best way to minimize conflict with a customer?: Remain friendly
towards the customer.
3. A talkative customer can result in extended call times. What is the best
practice for disengaging from a customer?: Recap the customer's actions.
4. Which situation is most appropriate for an escalation?: You have exhausted
all available resources.
5. What is the best way to handle calls related to non-supported items?: Advise
the customer of other means of getting assistance.
6. What is the most important reason for providing status updates to cus-
tomers?: Customers need to know when they can get back to work.
7. What is a best practice for documenting cases or incidents?: Use correct
punctuation.
8. What is a best practice for building positive working relationships with
others groups in the support center?: Share your knowledge and expertise.
9. What is the best reason for matching the communication style of your cus-
tomer?: Matching the communication style of your customer increases customer
satisfaction.
10. What is the best reason for demonstrating confidence?: Demonstrating
confidence puts you in control of calls.
11. What is the best description of paraphrasing?: Paraphrasing is using your
own words to confirm your understanding of what the customer has said.
12. You have asked a customer to reboot his or her computer. What is the best
way to use silent time?: Review the call history.
13. What information should be documented for every case or incident?: All
information pertaining to attempted and successful resolutions.
14. What is the best reason for logging all incidents?: Logging incidents pro-
vides information that can be reused.
15. What is the most likely benefit of recording all incidents?: Recording all
incidents allows the support center to be proactive.
16. You have just received a customer call, but there are other team members
laughing and joking in your area. What is the best course of action?: Ask your
team members to please quiet down before answering the phone.
17. What is the best reason for having security policies in the support center?-
: Security policies protect the company and its customers.
18. What is the best example of active listening?: Taking notes while you talk to
the customer.
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