HDI-CSR (Customer Service Representative) Exam
2024
What is the best way to minimize conflict with a customer? -
ANSWER Remain friendly towards the customer.
Which situation is most appropriate for an escalation? - ANSWER
You have exhausted all available resources.
What is the best reason for matching the communication style of your
customer? - ANSWER Matching the communication style of your
customer increases customer satisfaction.
What is the best reason for demonstrating confidence? - ANSWER
Demonstrating confidence puts you in control of calls.
What is the best description of paraphrasing? - ANSWER
Paraphrasing is using your own words to confirm your understanding
of what the customer has said.
What is the best example of active listening? - ANSWER Taking
notes while you talk to the customer.
What is the purpose of asking open-ended questions? - ANSWER
Open-ended questions attempt to obtain elaboration or narrative.
Which message follows best practices for writing business e-mails? -
ANSWER Dear Sarah, we have completed the work you requested on
Mr. Smith's printer. The printer cartridge was out of ink and has been
replaced. It is now working properly. If there is anything else we can
do for you, please contact the support center at extension 4357.
Thank you.
What is the best reason for empathizing with a customer? -
ANSWER Empathizing with a customer lets the customer know that
you understand how he or she feels.
2024
What is the best way to minimize conflict with a customer? -
ANSWER Remain friendly towards the customer.
Which situation is most appropriate for an escalation? - ANSWER
You have exhausted all available resources.
What is the best reason for matching the communication style of your
customer? - ANSWER Matching the communication style of your
customer increases customer satisfaction.
What is the best reason for demonstrating confidence? - ANSWER
Demonstrating confidence puts you in control of calls.
What is the best description of paraphrasing? - ANSWER
Paraphrasing is using your own words to confirm your understanding
of what the customer has said.
What is the best example of active listening? - ANSWER Taking
notes while you talk to the customer.
What is the purpose of asking open-ended questions? - ANSWER
Open-ended questions attempt to obtain elaboration or narrative.
Which message follows best practices for writing business e-mails? -
ANSWER Dear Sarah, we have completed the work you requested on
Mr. Smith's printer. The printer cartridge was out of ink and has been
replaced. It is now working properly. If there is anything else we can
do for you, please contact the support center at extension 4357.
Thank you.
What is the best reason for empathizing with a customer? -
ANSWER Empathizing with a customer lets the customer know that
you understand how he or she feels.
