HDI-CSR PRACTICE QUESTIONS WITH
100% 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? - 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? - ANSWER-Provide status updates to customers.
What is a principle of active listening? - ANSWER-What is a principle of active listening?
What data should always be kept confidential in the service and support center? -
ANSWER-Customers' personal information
What is a characteristic of an effective leader? - ANSWER-Displays integrity and
behaves ethically.
What is a good example of correct documentation? - ANSWER-Avoid abbreviations and
acronyms.
What is a characteristic of a successful team? - ANSWER-A willingness to help and
defend one another.
Which statement best describes the role of support center services? - ANSWER-Align
support goals with business goals.
Why should all incidents be logged in the incident management system? - ANSWER-To
create an audit trail of interactions with customers.
What is a good way to use silent time during a call? - ANSWER-Build a rapport with the
customer.
What is the first step you should take when it is necessary to place a customer on hold?
- ANSWER-Ask the customer for permission.
How can a support center analyst behave in an ethical manner? - ANSWER-Provide the
same level of service to all customers.
Which statement is most likely to demonstrate to the customer that you are empathetic?
- ANSWER-It's frustrating when the product is not working correctly.
100% 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? - 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? - ANSWER-Provide status updates to customers.
What is a principle of active listening? - ANSWER-What is a principle of active listening?
What data should always be kept confidential in the service and support center? -
ANSWER-Customers' personal information
What is a characteristic of an effective leader? - ANSWER-Displays integrity and
behaves ethically.
What is a good example of correct documentation? - ANSWER-Avoid abbreviations and
acronyms.
What is a characteristic of a successful team? - ANSWER-A willingness to help and
defend one another.
Which statement best describes the role of support center services? - ANSWER-Align
support goals with business goals.
Why should all incidents be logged in the incident management system? - ANSWER-To
create an audit trail of interactions with customers.
What is a good way to use silent time during a call? - ANSWER-Build a rapport with the
customer.
What is the first step you should take when it is necessary to place a customer on hold?
- ANSWER-Ask the customer for permission.
How can a support center analyst behave in an ethical manner? - ANSWER-Provide the
same level of service to all customers.
Which statement is most likely to demonstrate to the customer that you are empathetic?
- ANSWER-It's frustrating when the product is not working correctly.
