HDI-CSR (CUSTOMER SERVICE
REPRESENTATIVE) PRACTICE TEST-
100% CORRECT
Recognizing that a customer's psychological needs must be met when resolving
incidents is called? - ANSWER-Customer Call Differentiating
What is the best way to minimize conflict with a customer? - ANSWER-Remain friendly
towards the customer.
A talkative customer can result in extended call times. What is the best practice for
disengaging from a customer? - ANSWER-Recap the customer's actions.
Which situation is most appropriate for an escalation? - ANSWER-You have exhausted
all available resources.
What is the best way to handle calls related to non-supported items? - ANSWER-Advise
the customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? -
ANSWER-Customers need to know when they can get back to work.
What is a best practice for documenting cases or incidents? - ANSWER-Use correct
punctuation.
What is a best practice for building positive working relationships with others groups in
the support center? - ANSWER-Share your knowledge and expertise.
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.
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? - ANSWER-Ask your team
members to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? - ANSWER-
Security policies protect the company and its customers.
, 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 description of paraphrasing? - ANSWER-Paraphrasing 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? - ANSWER-Review the call history.
What information should be documented for every case or incident? - ANSWER-All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSWER-Logging incidents provides
information that can be reused.
What is the most likely benefit of recording all incidents? - ANSWER-Recording all
incidents allows the support center to be proactive.
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.
What action should be avoided when documenting incidents? - ANSWER-Recording
customer emotions.
What is the best example of an open-ended question? - ANSWER-Describe the steps
you have taken to resolve the incident so far.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question about the incident, but the
customer keeps talking about what will happen if the document is not available. What
should you do to get the customer to refocus on the incident? - ANSWER-Allow the
customer to vent.
What is an important benefit of active listening? - ANSWER-Active listening improves
the quality of incident analysis.
REPRESENTATIVE) PRACTICE TEST-
100% CORRECT
Recognizing that a customer's psychological needs must be met when resolving
incidents is called? - ANSWER-Customer Call Differentiating
What is the best way to minimize conflict with a customer? - ANSWER-Remain friendly
towards the customer.
A talkative customer can result in extended call times. What is the best practice for
disengaging from a customer? - ANSWER-Recap the customer's actions.
Which situation is most appropriate for an escalation? - ANSWER-You have exhausted
all available resources.
What is the best way to handle calls related to non-supported items? - ANSWER-Advise
the customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? -
ANSWER-Customers need to know when they can get back to work.
What is a best practice for documenting cases or incidents? - ANSWER-Use correct
punctuation.
What is a best practice for building positive working relationships with others groups in
the support center? - ANSWER-Share your knowledge and expertise.
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.
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? - ANSWER-Ask your team
members to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? - ANSWER-
Security policies protect the company and its customers.
, 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 description of paraphrasing? - ANSWER-Paraphrasing 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? - ANSWER-Review the call history.
What information should be documented for every case or incident? - ANSWER-All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ANSWER-Logging incidents provides
information that can be reused.
What is the most likely benefit of recording all incidents? - ANSWER-Recording all
incidents allows the support center to be proactive.
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.
What action should be avoided when documenting incidents? - ANSWER-Recording
customer emotions.
What is the best example of an open-ended question? - ANSWER-Describe the steps
you have taken to resolve the incident so far.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question about the incident, but the
customer keeps talking about what will happen if the document is not available. What
should you do to get the customer to refocus on the incident? - ANSWER-Allow the
customer to vent.
What is an important benefit of active listening? - ANSWER-Active listening improves
the quality of incident analysis.
