Hdi-csr (customer service representative) final exam
Recognizing that a customer's psychological needs must be met when resolving incidents is called? -
ANSCustomer Call Differentiating
What is the best way to minimize conflict with a customer? - ANSRemain friendly towards the customer.
A talkative customer can result in extended call times. What is the best practice for disengaging from a
customer? - ANSRecap the customer's actions.
Which situation is most appropriate for an escalation? - ANSYou have exhausted all available resources.
What is the best way to handle calls related to non-supported items? - ANSAdvise the customer of other
means of getting assistance.
What is the most important reason for providing status updates to customers? - ANSCustomers need to
know when they can get back to work.
What is a best practice for documenting cases or incidents? - ANSUse correct punctuation.
What is a best practice for building positive working relationships with others groups in the support
center? - ANSShare your knowledge and expertise.
What is the best reason for matching the communication style of your customer? - ANSMatching the
communication style of your customer increases customer satisfaction.
What is the best reason for demonstrating confidence? - ANSDemonstrating confidence puts you in
control of calls.
What is the best description of paraphrasing? - ANSParaphrasing is using your own words to confirm
your understanding of what the customer has said.
, You have asked a customer to reboot his or her computer. What is the best way to use silent time? -
ANSReview the call history.
What information should be documented for every case or incident? - ANSAll information pertaining to
attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSLogging incidents provides information that can
be reused.
What is the most likely benefit of recording all incidents? - ANSRecording all incidents allows the support
center to be proactive.
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? - ANSAsk your team members to please quiet down before
answering the phone.
What is the best reason for having security policies in the support center? - ANSSecurity policies protect
the company and its customers.
What is the best example of active listening? - ANSTaking notes while you talk to the customer.
What is the purpose of asking open-ended questions? - ANSOpen-ended questions attempt to obtain
elaboration or narrative.
Which message follows best practices for writing business e-mails? - ANSDear 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? - ANSEmpathizing with a customer lets the
customer know that you understand how he or she feels.
What action should be avoided when documenting incidents? - ANSRecording customer emotions.
Recognizing that a customer's psychological needs must be met when resolving incidents is called? -
ANSCustomer Call Differentiating
What is the best way to minimize conflict with a customer? - ANSRemain friendly towards the customer.
A talkative customer can result in extended call times. What is the best practice for disengaging from a
customer? - ANSRecap the customer's actions.
Which situation is most appropriate for an escalation? - ANSYou have exhausted all available resources.
What is the best way to handle calls related to non-supported items? - ANSAdvise the customer of other
means of getting assistance.
What is the most important reason for providing status updates to customers? - ANSCustomers need to
know when they can get back to work.
What is a best practice for documenting cases or incidents? - ANSUse correct punctuation.
What is a best practice for building positive working relationships with others groups in the support
center? - ANSShare your knowledge and expertise.
What is the best reason for matching the communication style of your customer? - ANSMatching the
communication style of your customer increases customer satisfaction.
What is the best reason for demonstrating confidence? - ANSDemonstrating confidence puts you in
control of calls.
What is the best description of paraphrasing? - ANSParaphrasing is using your own words to confirm
your understanding of what the customer has said.
, You have asked a customer to reboot his or her computer. What is the best way to use silent time? -
ANSReview the call history.
What information should be documented for every case or incident? - ANSAll information pertaining to
attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSLogging incidents provides information that can
be reused.
What is the most likely benefit of recording all incidents? - ANSRecording all incidents allows the support
center to be proactive.
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? - ANSAsk your team members to please quiet down before
answering the phone.
What is the best reason for having security policies in the support center? - ANSSecurity policies protect
the company and its customers.
What is the best example of active listening? - ANSTaking notes while you talk to the customer.
What is the purpose of asking open-ended questions? - ANSOpen-ended questions attempt to obtain
elaboration or narrative.
Which message follows best practices for writing business e-mails? - ANSDear 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? - ANSEmpathizing with a customer lets the
customer know that you understand how he or she feels.
What action should be avoided when documenting incidents? - ANSRecording customer emotions.
