HDI CUSTOMER SERVICE REP EXAM
QUESTIONS AND ANSWERS
Identify the characteristics of an effective leader. - Correct Answers -• 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. - Correct Answers -• 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
Define metric. - Correct Answers -any measurement
of performance or efficiency. A metric is a
measure of an organization's activities and
performance as it relates to the management
of a process, IT service, or activity. It is
usually based upon statistical, historical
or operational data. Metrics are used to
communicate value (alignment to business
goals), identify success or failure in process
and employee performance and to measure
continuous improvement.
Describe the purpose of metrics. - Correct Answers -• Track and trend performance
over
,time—measure progress towards goals
and objectives
• Benchmark performance against
industry peers
• Identify strengths and weaknesses in
your service and support center
• Diagnose and understand the
underlying drivers of performance gaps
• Prescribe actions to improve
performance
• Inform and communicate the value of
the services provided
• Increase customer satisfaction
• Provide a basis for measuring regulatory
compliance and achieving certifications
Describe the value of metrics to the support organization. - Correct Answers -• Specify
required performance levels
• Track individual and team performance
• Plan for headcount
• Allocate desktop technician resources
• Identify the need for service
improvements
Identify success factors to best manage your work life. - Correct Answers -• 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. - Correct Answers -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. - Correct Answers -• 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
Describe how an customer service representative should be ethical. - Correct Answers -
• Complying with the company code of
conduct
• Reporting unethical and unauthorized
use of company equipment as outlined in
the standard operating procedures
• Treating all stakeholders with respect,
dignity, and being courtesy
• Conveying accurate and truthful
information
• Providing the same level of quality and
service to all users in order to remain fair
and consistent
Describe the role of a customer service representative in the organization. - Correct
Answers -• An Expert—a person with a high degree
of business and/or technical knowledge,
skills, or experience. An expert is able to
respond to the business issue with the
appropriate sense of urgency.
• A Customer Champion—a person who
advocates for the customer and their
needs. A customer champion represents
the customer and focuses on achieving
business goals and objectives.
• An Expeditor—a person who executes
quickly and effectively. If unable to
resolve an issue, an expeditor will
escalate the issue to the appropriate
resource who can resolve the issue, and
continue to follow up in a timely manner
to ensure the issue has been resolved to
the customer's satisfaction.
Identify the top skills most commonly required of a support professional. - Correct
Answers -• Customer service
• Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work under pressure
, • Adaptability
• Interpersonal skills
• Teamwork skills
• Self-motivated, independent worker
• Support experience
Describe the primary responsibilities of a customer service representative in a service
and support organization. - Correct Answers -• Providing high quality customer care on
every interaction
• Receiving and resolving the initial
customer request or incident
• Adhering to policy and standard
operating procedures
• Maintaining product knowledge on new
and existing products and services
• Educating the customer and enhancing
the customer experience
• Reusing, improving, and creating
knowledge
• Providing accurate information and
solutions to customers
• Staying informed about the changing
needs of the business
Identify how a customer service representative can deliver consistent, quality customer
service. - Correct Answers -• Responding to customer issues in a timely manner
• Understanding and documenting customer needs
• Taking ownership of customer incidents
• Making specific commitments, then consistently meeting or exceeding those
commitments, while remaining faithful to organizational policies
• Resolving or assisting in the resolution of incidents within established service levels
• Promoting the value of the support center
Explain how a customer service representative demonstrates value to the organization.
- Correct Answers -• Performing their role in a consistent
quality manner, thus helping the business
to achieve its vision and mission
• Keeping their customers informed, thus
promoting the service offerings to meet
the needs of the customers
• Promoting and educating customers
on the services that are available,
thus increasing the utilization of those
services
• Managing customer expectations and
following up, thus increasing visibility to
QUESTIONS AND ANSWERS
Identify the characteristics of an effective leader. - Correct Answers -• 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. - Correct Answers -• 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
Define metric. - Correct Answers -any measurement
of performance or efficiency. A metric is a
measure of an organization's activities and
performance as it relates to the management
of a process, IT service, or activity. It is
usually based upon statistical, historical
or operational data. Metrics are used to
communicate value (alignment to business
goals), identify success or failure in process
and employee performance and to measure
continuous improvement.
Describe the purpose of metrics. - Correct Answers -• Track and trend performance
over
,time—measure progress towards goals
and objectives
• Benchmark performance against
industry peers
• Identify strengths and weaknesses in
your service and support center
• Diagnose and understand the
underlying drivers of performance gaps
• Prescribe actions to improve
performance
• Inform and communicate the value of
the services provided
• Increase customer satisfaction
• Provide a basis for measuring regulatory
compliance and achieving certifications
Describe the value of metrics to the support organization. - Correct Answers -• Specify
required performance levels
• Track individual and team performance
• Plan for headcount
• Allocate desktop technician resources
• Identify the need for service
improvements
Identify success factors to best manage your work life. - Correct Answers -• 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. - Correct Answers -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. - Correct Answers -• 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
Describe how an customer service representative should be ethical. - Correct Answers -
• Complying with the company code of
conduct
• Reporting unethical and unauthorized
use of company equipment as outlined in
the standard operating procedures
• Treating all stakeholders with respect,
dignity, and being courtesy
• Conveying accurate and truthful
information
• Providing the same level of quality and
service to all users in order to remain fair
and consistent
Describe the role of a customer service representative in the organization. - Correct
Answers -• An Expert—a person with a high degree
of business and/or technical knowledge,
skills, or experience. An expert is able to
respond to the business issue with the
appropriate sense of urgency.
• A Customer Champion—a person who
advocates for the customer and their
needs. A customer champion represents
the customer and focuses on achieving
business goals and objectives.
• An Expeditor—a person who executes
quickly and effectively. If unable to
resolve an issue, an expeditor will
escalate the issue to the appropriate
resource who can resolve the issue, and
continue to follow up in a timely manner
to ensure the issue has been resolved to
the customer's satisfaction.
Identify the top skills most commonly required of a support professional. - Correct
Answers -• Customer service
• Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work under pressure
, • Adaptability
• Interpersonal skills
• Teamwork skills
• Self-motivated, independent worker
• Support experience
Describe the primary responsibilities of a customer service representative in a service
and support organization. - Correct Answers -• Providing high quality customer care on
every interaction
• Receiving and resolving the initial
customer request or incident
• Adhering to policy and standard
operating procedures
• Maintaining product knowledge on new
and existing products and services
• Educating the customer and enhancing
the customer experience
• Reusing, improving, and creating
knowledge
• Providing accurate information and
solutions to customers
• Staying informed about the changing
needs of the business
Identify how a customer service representative can deliver consistent, quality customer
service. - Correct Answers -• Responding to customer issues in a timely manner
• Understanding and documenting customer needs
• Taking ownership of customer incidents
• Making specific commitments, then consistently meeting or exceeding those
commitments, while remaining faithful to organizational policies
• Resolving or assisting in the resolution of incidents within established service levels
• Promoting the value of the support center
Explain how a customer service representative demonstrates value to the organization.
- Correct Answers -• Performing their role in a consistent
quality manner, thus helping the business
to achieve its vision and mission
• Keeping their customers informed, thus
promoting the service offerings to meet
the needs of the customers
• Promoting and educating customers
on the services that are available,
thus increasing the utilization of those
services
• Managing customer expectations and
following up, thus increasing visibility to
