HDI-CSR (Customer Service Representative) Practice Test

What is a procedure?

A procedure is a documented set of steps required to produce a desired result.

What is the best description of a team?

A team is a group of people working as one unit.

What is the most important benefit of active listening?

Active listening improves the quality and details of call documentation.

What is an important benefit of active listening?

Active listening improves the quality of incident analysis.

A customer with an important presentation to give in one-hour is upset because a document will not print. You ask the customer question about the incident, but the customer keeps talking about what will happen if the document is not available. What should you do to get the customer to refocus on the incident?

Allow the customer to vent.

What is the most likely benefit of asking closed-ended questions?

Asking closed-ended questions allows you to obtain specific information.

Which message follows best practices for writing business e-mails?

Dear Sarah, we have completed the work you requested on Mr. Smith's printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you.

What is the best reason for demonstrating confidence?

Demonstrating confidence puts you in control of calls.

What is the best example of an open-ended question?

Describe the steps you have taken to resolve the incident so far.

A customer calls because she is having trouble accessing the Internet. The customer is angry that this incident keeps recurring and begins to complain about the network team. What is your best way to respond to the customer?

Empathize with the customer before addressing the incident.

What is the best reason for empathizing with a customer?

Empathizing with a customer lets the customer know that you understand how he or she feels.

What is the best reason for matching the communication style of your customer?

Matching the communication style of your customer increases customer satisfaction.

What is a best practice for obtaining assistance when supporting a customer whose primary language is different than yours?

Obtain assistance when frustration levels are increasing.

What percentage of customer satisfaction consists of meeting the customer's business needs and providing service and support?

Only Twenty-five percent (25%) of customer satisfaction consists of meeting the customer's business needs and providing service and support.

What is the purpose of asking open-ended questions?

Open-ended questions attempt to obtain elaboration or narrative.

What is the best description of paraphrasing?

Paraphrasing is using your own words to confirm your understanding of what the customer has said.

What is the best way to minimize conflict with a customer?

Remain friendly towards the customer.

What is a best practice to follow when closing a customer case?

Send the customer a written confirmation of the customer case closure through e-mail.

What percentage of customer satisfaction consists of meeting the customer's psychological needs?

Seventy-five percent (75%) of customer satisfaction consists of meeting the customer's psychological needs.

What is the best example of active listening?

Taking notes while you talk to the customer.

Which situation is most appropriate for an escalation?

You have exhausted all available resources.