HDI-CSR PRACTICE EXAM COMPLETE 100 QUESTIONS AND
CORRECT ANSWERS
A customer contacts the service and support center to report an unexpected shutdown for the
third time this week while working on an important document. It sounds like the customer may
be on the verge of crying. What action should you take? - CORRECT
ANSWER✅✅✅Empathize with the customer first and then describe what you are going to
do next.
What best practice can you follow to reduce the number of incoming contacts to the support
center? - CORRECT ANSWER✅✅✅Provide status updates to customers.
What is a principle of active listening? - CORRECT ANSWER✅✅✅What is a principle of
active listening?
What data should always be kept confidential in the service and support center? - CORRECT
ANSWER✅✅✅Customers' personal information
How can a support center analyst behave in an ethical manner? - CORRECT
ANSWER✅✅✅Provide the same level of service to all customers.
Which statement is most likely to demonstrate to the customer that you are empathetic? -
CORRECT ANSWER✅✅✅It's frustrating when the product is not working correctly.
What is the most likely result of a lack of documentation for processes and procedures? -
CORRECT ANSWER✅✅✅Customers will not consistently receive quality service.
What information should be logged for every incident? - CORRECT ANSWER✅✅✅The
customer's name.
Which is an activity in the incident management process? - CORRECT ANSWER✅✅✅A.
Classifying incidents.
, What is the most likely result of customers having to wait longer than expected before their calls
are answered? - CORRECT ANSWER✅✅✅High customer frustration
What is paraphrasing? - CORRECT ANSWER✅✅✅Using your own words to repeat to the
customer what he said to you.
What is an important benefit of teamwork in the support center? - CORRECT
ANSWER✅✅✅Better communication
What is a good practice when communicating with a customer from another culture? -
CORRECT ANSWER✅✅✅Repeat what the customer tells you in your own words.
What is a characteristic of an effective leader? - CORRECT ANSWER✅✅✅Displays
integrity and behaves ethically.
What is a good example of correct documentation? - CORRECT ANSWER✅✅✅Avoid
abbreviations and acronyms.
What is a characteristic of a successful team? - CORRECT ANSWER✅✅✅A willingness to
help and defend one another.
Which statement best describes the role of support center services? - CORRECT
ANSWER✅✅✅Align support goals with business goals.
Why should all incidents be logged in the incident management system? - CORRECT
ANSWER✅✅✅To create an audit trail of interactions with customers.
What is a good way to use silent time during a call? - CORRECT ANSWER✅✅✅Build a
rapport with the customer.
CORRECT ANSWERS
A customer contacts the service and support center to report an unexpected shutdown for the
third time this week while working on an important document. It sounds like the customer may
be on the verge of crying. What action should you take? - CORRECT
ANSWER✅✅✅Empathize with the customer first and then describe what you are going to
do next.
What best practice can you follow to reduce the number of incoming contacts to the support
center? - CORRECT ANSWER✅✅✅Provide status updates to customers.
What is a principle of active listening? - CORRECT ANSWER✅✅✅What is a principle of
active listening?
What data should always be kept confidential in the service and support center? - CORRECT
ANSWER✅✅✅Customers' personal information
How can a support center analyst behave in an ethical manner? - CORRECT
ANSWER✅✅✅Provide the same level of service to all customers.
Which statement is most likely to demonstrate to the customer that you are empathetic? -
CORRECT ANSWER✅✅✅It's frustrating when the product is not working correctly.
What is the most likely result of a lack of documentation for processes and procedures? -
CORRECT ANSWER✅✅✅Customers will not consistently receive quality service.
What information should be logged for every incident? - CORRECT ANSWER✅✅✅The
customer's name.
Which is an activity in the incident management process? - CORRECT ANSWER✅✅✅A.
Classifying incidents.
, What is the most likely result of customers having to wait longer than expected before their calls
are answered? - CORRECT ANSWER✅✅✅High customer frustration
What is paraphrasing? - CORRECT ANSWER✅✅✅Using your own words to repeat to the
customer what he said to you.
What is an important benefit of teamwork in the support center? - CORRECT
ANSWER✅✅✅Better communication
What is a good practice when communicating with a customer from another culture? -
CORRECT ANSWER✅✅✅Repeat what the customer tells you in your own words.
What is a characteristic of an effective leader? - CORRECT ANSWER✅✅✅Displays
integrity and behaves ethically.
What is a good example of correct documentation? - CORRECT ANSWER✅✅✅Avoid
abbreviations and acronyms.
What is a characteristic of a successful team? - CORRECT ANSWER✅✅✅A willingness to
help and defend one another.
Which statement best describes the role of support center services? - CORRECT
ANSWER✅✅✅Align support goals with business goals.
Why should all incidents be logged in the incident management system? - CORRECT
ANSWER✅✅✅To create an audit trail of interactions with customers.
What is a good way to use silent time during a call? - CORRECT ANSWER✅✅✅Build a
rapport with the customer.
