HDI-CSR Practice

What is a characteristic of a successful team?

A willingness to help and defend one another.

Which is an activity in the incident management process?

A. Classifying incidents.

What metric measures the percentage of contacts that terminate before answered?

Abandonment rate

What should NOT be used when documenting incidents?

Acronyms

Which statement best describes the role of support center services?

Align support goals with business goals.

What is the description of an incident?

An occurrence that is not part of the normal operation of a service or product.

What is a good strategy to use to take control of a conversation with a customer who begins to talk about things that are not related to the issue?

Ask the customer closed-ended questions.

What is the first step you should take when it is necessary to place a customer on hold?

Ask the customer for permission.

What is an effective way for a customer service representative to stay informed about the industry?

Attend courses and seminars.

What metric measures the amount of time it takes the support center to answer a contact?

Average response time

What is a good example of correct documentation?

Avoid abbreviations and acronyms.

What is an important benefit of teamwork in the support center?

Better communication

What is a good way to use silent time during a call?

Build a rapport with the customer.

What should you AVOID doing when dealing with customers on the phone?

Carrying on another conversation.

What is an effective way for the service and support center to find out what is important to customers?

Customer satisfaction surveys

What is the most likely result of a lack of documentation for processes and procedures?

Customers will not consistently receive quality service.

What data should always be kept confidential in the service and support center?

Customers' personal information

What is a characteristic of an effective leader?

Displays integrity and behaves ethically.

What are some common quality assurance practices followed by a service and support center?

Email, chat, incident, and phone call monitoring.

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?

Empathize with the customer first and then describe what you are going to do next.

When is it important for you to log an incident or service request?

Every time you handle an incoming contact.

What is the most likely result of customers having to wait longer than expected before their calls are answered?

High customer frustration

What is a key benefit of active listening?

Improves accuracy and reduces resolution time.

What is an important reason for you to effectively manage contacts?

Improves overall customer satisfaction.

Which statement is most likely to demonstrate to the customer that you are empathetic?

It's frustrating when the product is not working correctly.

What is an important objective of incident management?

Minimize the impact of interruptions to the business.

How can you adapt to your customer's competency level?

Mirror the customer's vocabulary and communication style.

What action can you take to help you manage customers more effectively?

Paraphrase to clarification the issue

What is an important reason for a customer service representative to follow company policies?

Protect the organization from legal liabilities.

What best practice can you follow to reduce the number of incoming contacts to the support center?

Provide status updates to customers.

How can a support center analyst behave in an ethical manner?

Provide the same level of service to all customers.

What is the support center responsible for?

Providing quality support and following organization guidelines.

What should you do if a customer becomes angry or defensive?

Recognize that these are common customer feelings.

What is a good practice when communicating with a customer from another culture?

Repeat what the customer tells you in your own words.

What is a responsibility of a customer service representative?

Representing the support center in a professional manner.

What is a best practice to follow when writing an e-mail to a customer?

Review messages before sending them.

What is a reason for having security policies in the service and support center?

Security policies protect the company and its customers.

Which is an example of emotional intelligence?

Self-awareness

What is a good practice to help you identify the competency level of a customer?

Start off by asking open-ended questions.

What is NOT a recommended technique for managing stress?

Take a long lunch and leave early

What is the appropriate response if you do NOT know the answer to a customer's question?

Take ownership and find out what the answer is.

Which message follows best practices for responding to a customer's e-mail?

Thank you for your inquiry. A representative will respond within 4 hours.

What can be a barrier to effective communication with a customer?

The customer's competency level.

What information should be logged for every incident?

The customer's name.

Why should all incidents be logged in the incident management system?

To create an audit trail of interactions with customers.

What is a best practice to follow when documenting incidents?

Use correct punctuation, spelling, and grammar.

What method is used by customer service representatives to build rapport with customers?

Using their name.

What is paraphrasing?

Using your own words to repeat to the customer what he said to you.

What is a principle of active listening?

What is a principle of active listening?