HDI Customer Service Rep Exam 2026
Questions and Answers
Identify the characteristics of an effective leader. - Answer -• 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. - Answer -• Taking ownership of
incidents or requests
• Admitting to errors
• Adhering to a work schedule
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,• 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
Identify success factors to best manage your work life. - Answer -• 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
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,• 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. - Answer -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. - Answer -• 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
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
, Describe how an customer service representative should be ethical. - Answer -•
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. - Answer
-• An Expert—a person with a high degree
of business and/or technical knowledge,
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
Questions and Answers
Identify the characteristics of an effective leader. - Answer -• 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. - Answer -• Taking ownership of
incidents or requests
• Admitting to errors
• Adhering to a work schedule
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,• 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
Identify success factors to best manage your work life. - Answer -• 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
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
,• 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. - Answer -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. - Answer -• 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
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
, Describe how an customer service representative should be ethical. - Answer -•
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. - Answer
-• An Expert—a person with a high degree
of business and/or technical knowledge,
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
