HDI CUSTOMER SERVICE REP EXAM 2024
ACTUAL EXAM COMPLETE 195 QUESTIONS
WITH DETAILED VERIFIED ANSWERS (100%
CORRECT ANSWERS) /ALREADY GRADED A+
Describe the responsibilities of the customer service representative in the Incident
Management process. - ANSWER...• Performing the process as defined (for
their role) and at the agreed time frames
(service level)
• Serving as a liaison with other groups as
necessary to coordinate the resolution
of incidents
• Identify and document opportunities
for service improvements for the
organization
Identify and describe common incident management metrics that a customer
service representative should understand. - ANSWER...• Service Level Agreement
(SLA)
performance
-- Incidents resolved within service
level targets (#, %)
• Individual performance measurements
• Incidents (#, %)
-- First Level Resolution (FLR) (#, %)
,-- First Contact Resolution (FCR) (#, %)
• Response Time
-- Time to respond to contacts (e.g.,
Average Speed to Answer (ASA) for
phone, chat, e-mails in seconds/
minutes)
• Quality Monitoring
-- Ticket quality (for their tickets)
• Customer Satisfaction
-- Customer satisfaction with the
support center
-- Customer satisfaction with each
representative
List other processes that have a relationship with incident management. -
ANSWER...• Problem Management
• Change Management
• Release Management
• Service Asset and Configuration
Management
Describe escalation. - ANSWER...• Functional escalation—moving an
incident or request laterally to a
specialist more appropriate to the
incident
• Hierarchical escalation—moving an
incident or request upwards to a higher
,authority
Identify the characteristics of an effective leader. - ANSWER...• Leads by positive
example and personal accountability
• Motivates others
• Encourages participation, creative
thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
Identify ways to exhibit personal accountability. - ANSWER...• Taking ownership
of incidents or requests
• Admitting to errors
• Adhering to a work schedule
• Knowing your responsibilities and
fulfilling them
• Meeting personal and business
commitments
• Adhering to organization policies and
procedures
• Representing the organization positively
outside the regular work environment
, Identify success factors to best manage your work life. - ANSWER...• Meet
commitments with every
assignment or meeting
• Approach your manager with solutions,
not problems
• Be open minded—you may not
understand why a specific managerial
decision is made
• Practice your creative and critical
thinking skills
• Acknowledge those around you for their
positive contributions
• Identify ways to assist your team and
build trust
Define ethics in business. - ANSWER...abiding by principles and codes that
guides how members of an organization are expected to behave. Ethics includes
integrity, which is the honesty of one's actions, and aligning one's values with the
values of the organization.
Describe ethical behavior in a support center. - ANSWER...• Provide consistent
service to all customers
• Demonstrate integrity in their actions and daily practices
• Take ownership and hold themselves personally accountable for their actions
• Fulfill commitments
• Protect and enhance the image of the support center
• Are loyal to the company, support organization, and team
ACTUAL EXAM COMPLETE 195 QUESTIONS
WITH DETAILED VERIFIED ANSWERS (100%
CORRECT ANSWERS) /ALREADY GRADED A+
Describe the responsibilities of the customer service representative in the Incident
Management process. - ANSWER...• Performing the process as defined (for
their role) and at the agreed time frames
(service level)
• Serving as a liaison with other groups as
necessary to coordinate the resolution
of incidents
• Identify and document opportunities
for service improvements for the
organization
Identify and describe common incident management metrics that a customer
service representative should understand. - ANSWER...• Service Level Agreement
(SLA)
performance
-- Incidents resolved within service
level targets (#, %)
• Individual performance measurements
• Incidents (#, %)
-- First Level Resolution (FLR) (#, %)
,-- First Contact Resolution (FCR) (#, %)
• Response Time
-- Time to respond to contacts (e.g.,
Average Speed to Answer (ASA) for
phone, chat, e-mails in seconds/
minutes)
• Quality Monitoring
-- Ticket quality (for their tickets)
• Customer Satisfaction
-- Customer satisfaction with the
support center
-- Customer satisfaction with each
representative
List other processes that have a relationship with incident management. -
ANSWER...• Problem Management
• Change Management
• Release Management
• Service Asset and Configuration
Management
Describe escalation. - ANSWER...• Functional escalation—moving an
incident or request laterally to a
specialist more appropriate to the
incident
• Hierarchical escalation—moving an
incident or request upwards to a higher
,authority
Identify the characteristics of an effective leader. - ANSWER...• Leads by positive
example and personal accountability
• Motivates others
• Encourages participation, creative
thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
Identify ways to exhibit personal accountability. - ANSWER...• Taking ownership
of incidents or requests
• Admitting to errors
• Adhering to a work schedule
• Knowing your responsibilities and
fulfilling them
• Meeting personal and business
commitments
• Adhering to organization policies and
procedures
• Representing the organization positively
outside the regular work environment
, Identify success factors to best manage your work life. - ANSWER...• Meet
commitments with every
assignment or meeting
• Approach your manager with solutions,
not problems
• Be open minded—you may not
understand why a specific managerial
decision is made
• Practice your creative and critical
thinking skills
• Acknowledge those around you for their
positive contributions
• Identify ways to assist your team and
build trust
Define ethics in business. - ANSWER...abiding by principles and codes that
guides how members of an organization are expected to behave. Ethics includes
integrity, which is the honesty of one's actions, and aligning one's values with the
values of the organization.
Describe ethical behavior in a support center. - ANSWER...• Provide consistent
service to all customers
• Demonstrate integrity in their actions and daily practices
• Take ownership and hold themselves personally accountable for their actions
• Fulfill commitments
• Protect and enhance the image of the support center
• Are loyal to the company, support organization, and team
