HDI-CSR PRACTICE QUESTIONS AND
ANSWERS (GRADED A+)
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
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.
What is the most likely result of a lack of documentation for processes and procedures?
- ANSWER-Customers will not consistently receive quality service.
What information should be logged for every incident? - ANSWER-The customer's
name.
Which is an activity in the incident management process? - ANSWER-A. Classifying
incidents.
What is the most likely result of customers having to wait longer than expected before
their calls are answered? - ANSWER-High customer frustration
What is paraphrasing? - ANSWER-Using your own words to repeat to the customer
what he said to you.
What is an important benefit of teamwork in the support center? - ANSWER-Better
communication
What is a good practice when communicating with a customer from another culture? -
ANSWER-Repeat what the customer tells you in your own words.
ANSWERS (GRADED A+)
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
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.
What is the most likely result of a lack of documentation for processes and procedures?
- ANSWER-Customers will not consistently receive quality service.
What information should be logged for every incident? - ANSWER-The customer's
name.
Which is an activity in the incident management process? - ANSWER-A. Classifying
incidents.
What is the most likely result of customers having to wait longer than expected before
their calls are answered? - ANSWER-High customer frustration
What is paraphrasing? - ANSWER-Using your own words to repeat to the customer
what he said to you.
What is an important benefit of teamwork in the support center? - ANSWER-Better
communication
What is a good practice when communicating with a customer from another culture? -
ANSWER-Repeat what the customer tells you in your own words.
