HDI CSR EXAM QUESTIONS AND
ANSWERS 100% CORRECT
CSR - ANSWER-Customer Service Representative
(1.1.1) Characteristics of an effective leader - ANSWER-Lead by example
Motivates others
Encourages participation, creative thinking and initiative
Positive attitude
Ethical behavior
HDI Standard Catagories - ANSWER-Leadership
Strategy & Policy
People Management
Resources
Process and procedure
Performance Results
(1.1.2) Ways To exhibit personal accountability - ANSWER-Taking ownership of
incidents
Admitting to errors
Adhering to work schedules
Knowing and fulfilling responsibilities
Meeting personal commitments
Adhering to organization policies and procedures
Representing the organization positively
(1.1.3) Techniques to manage work life - ANSWER-Be on time
Approach management with solutions
Trust your manager
Take good care of physical health (impacts problem solving and critical thinking)
Acknowledge dedication of others
Identify ways to assist your manager
(1.2.1) Ethical behaviour - ANSWER-Consistent service to all
Demonstrate honesty and integrity
Tak ownership & hold yourself personally accountable
Fulfill commitments
Protect & enhance image of team/center
Loyal to team
(1.3.1) Multitasking abilities - ANSWER-Switch between tasks smoothly
Prioritize tasks
,Organize work effectively
(1.3.2) Techniques for time management - ANSWER-Planning projects and activities in
advance
Prioritizing tasks
Addressing important tasks 1st
Accurately estimating and planning duration of non-routine tasks
optimizing routine tasks
Use time management tools like "to-do" lists
Say "no" when appropriate
(1.4.1) Effective use of e-mail - ANSWER-Optimize message content to audience
Subject line that reflects content
Easy to understand, quick to read message
Clear, concise business language
Proofread message before sending
Avoid fancy fonts
Include original message
Use appropriate punctuation
Avoid abbreviations and emoticons
Use appropriate capitalization
(1.8.6) How to manage emotional hijack - ANSWER-Make sure customer understands
that you are on their side
Listen attentively to the underlying emotion
Align yourself by identifying the felt emotion with sincerity
Create an environment of help and inclusion
(2.1.1) Promote the center image - ANSWER-Deliver a consistent, quality greeting and
closing
Keeping customers informed of steps being taken to resolve the issue/request
Provide accurate information
Deliver consistent, professional results
Be aware of how personal behaviour impact team/center image
Exhibit professionalism and confidence
Taking ownership, even when you do not have a ready answer
(2.2.1) Define policy - ANSWER-What is or is not permitted
Established expectations and limitation of actions/behaviours
(2.2.2) Importance of adhering to policies - ANSWER-Encourages consistent behaviour
Provides a framework of consistent service
Protects organization against legal action
Protects organization's and customers' assets, including proprietary information
(2.2.3) Purpose of policies - ANSWER-Provide clearly defined boundaries
, Define what is acceptable and unacceptable behaviour
Guidelines for dealing with inappropriate behaviour
Set customer expectations
(2.3.1) Responsibilities of the support center - ANSWER-Cost-effective response in a
timely, efficient manner
Provide employees with training to ensure delivery of knowledgeable support
Provide consistent quality support while following guidelines within SLA
Respond to customers in a respectful, courteous, and positive manner
Ensure SLAs conditions are known and understood
(2.3.2) Role of support center - ANSWER-Serve as a SPOC
Execute or facilitates Incident Management/Request Fulfillment
Prove information, advice and guidance
(1.5.1) Ideas for staying informed - ANSWER-Attend courses and seminars
Network with other professionals
Read industry publications
Join industry groups
Subscribe/participate in online discussion groups
(1.6.1) Ways to deliver consistent quality service - ANSWER-Respond in a timely
manner
Understand and document customer needs
Take ownership of customer incidents
Make specific commitments faithful to policies and meet or exceed them
Resolve or assist in meeting incident SLA
Enhance customer relationships
Promote the team/center image
Recognize potential marketing opportunities (upselling /cross-selling)
(1.6.2) CSR responsibilities - ANSWER-Receive the incident
Perform duties in a courteous, professional manner
Maintain & enhance customer satisfaction
Document and share knowledge
Provide accurate information
Redirect customer request as needed
Stay informed about the industry
Techniques for cross-cultural communication - ANSWER-Listen actively
Match customer communication style
Use standard language expressions and simple sentences
Moderate the pace
Ket the customer know if you are having difficulties understanding
Encourage the customer to ask for clarification when nedded
Pause to consider what is being said
ANSWERS 100% CORRECT
CSR - ANSWER-Customer Service Representative
(1.1.1) Characteristics of an effective leader - ANSWER-Lead by example
Motivates others
Encourages participation, creative thinking and initiative
Positive attitude
Ethical behavior
HDI Standard Catagories - ANSWER-Leadership
Strategy & Policy
People Management
Resources
Process and procedure
Performance Results
(1.1.2) Ways To exhibit personal accountability - ANSWER-Taking ownership of
incidents
Admitting to errors
Adhering to work schedules
Knowing and fulfilling responsibilities
Meeting personal commitments
Adhering to organization policies and procedures
Representing the organization positively
(1.1.3) Techniques to manage work life - ANSWER-Be on time
Approach management with solutions
Trust your manager
Take good care of physical health (impacts problem solving and critical thinking)
Acknowledge dedication of others
Identify ways to assist your manager
(1.2.1) Ethical behaviour - ANSWER-Consistent service to all
Demonstrate honesty and integrity
Tak ownership & hold yourself personally accountable
Fulfill commitments
Protect & enhance image of team/center
Loyal to team
(1.3.1) Multitasking abilities - ANSWER-Switch between tasks smoothly
Prioritize tasks
,Organize work effectively
(1.3.2) Techniques for time management - ANSWER-Planning projects and activities in
advance
Prioritizing tasks
Addressing important tasks 1st
Accurately estimating and planning duration of non-routine tasks
optimizing routine tasks
Use time management tools like "to-do" lists
Say "no" when appropriate
(1.4.1) Effective use of e-mail - ANSWER-Optimize message content to audience
Subject line that reflects content
Easy to understand, quick to read message
Clear, concise business language
Proofread message before sending
Avoid fancy fonts
Include original message
Use appropriate punctuation
Avoid abbreviations and emoticons
Use appropriate capitalization
(1.8.6) How to manage emotional hijack - ANSWER-Make sure customer understands
that you are on their side
Listen attentively to the underlying emotion
Align yourself by identifying the felt emotion with sincerity
Create an environment of help and inclusion
(2.1.1) Promote the center image - ANSWER-Deliver a consistent, quality greeting and
closing
Keeping customers informed of steps being taken to resolve the issue/request
Provide accurate information
Deliver consistent, professional results
Be aware of how personal behaviour impact team/center image
Exhibit professionalism and confidence
Taking ownership, even when you do not have a ready answer
(2.2.1) Define policy - ANSWER-What is or is not permitted
Established expectations and limitation of actions/behaviours
(2.2.2) Importance of adhering to policies - ANSWER-Encourages consistent behaviour
Provides a framework of consistent service
Protects organization against legal action
Protects organization's and customers' assets, including proprietary information
(2.2.3) Purpose of policies - ANSWER-Provide clearly defined boundaries
, Define what is acceptable and unacceptable behaviour
Guidelines for dealing with inappropriate behaviour
Set customer expectations
(2.3.1) Responsibilities of the support center - ANSWER-Cost-effective response in a
timely, efficient manner
Provide employees with training to ensure delivery of knowledgeable support
Provide consistent quality support while following guidelines within SLA
Respond to customers in a respectful, courteous, and positive manner
Ensure SLAs conditions are known and understood
(2.3.2) Role of support center - ANSWER-Serve as a SPOC
Execute or facilitates Incident Management/Request Fulfillment
Prove information, advice and guidance
(1.5.1) Ideas for staying informed - ANSWER-Attend courses and seminars
Network with other professionals
Read industry publications
Join industry groups
Subscribe/participate in online discussion groups
(1.6.1) Ways to deliver consistent quality service - ANSWER-Respond in a timely
manner
Understand and document customer needs
Take ownership of customer incidents
Make specific commitments faithful to policies and meet or exceed them
Resolve or assist in meeting incident SLA
Enhance customer relationships
Promote the team/center image
Recognize potential marketing opportunities (upselling /cross-selling)
(1.6.2) CSR responsibilities - ANSWER-Receive the incident
Perform duties in a courteous, professional manner
Maintain & enhance customer satisfaction
Document and share knowledge
Provide accurate information
Redirect customer request as needed
Stay informed about the industry
Techniques for cross-cultural communication - ANSWER-Listen actively
Match customer communication style
Use standard language expressions and simple sentences
Moderate the pace
Ket the customer know if you are having difficulties understanding
Encourage the customer to ask for clarification when nedded
Pause to consider what is being said
