HDI Customer Service Rep 100% correct.

Identify the characteristics of an effective leader. - • 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. - • Taking ownership of incidents or requests • Admitting to errors • Adhering to a work schedule • 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. - • Meet commitments with every assignment or meeting • Approach your manager with solutions, not problems • Be open minded—you may not understand why a specific managerialdecision is made • 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. - 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. - • 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 Describe how an customer service representative should be ethical. - • 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 andservice to all users in order to remain fair and consistent Describe the role of a customer service representative in the organization. - • An Expert—a person with a high degree of business and/or technical knowledge, skills, or experience. An expert is able to respond to the business issue with the appropriate sense of urgency. • A Customer Champion—a person who advocates for the customer and their needs. A customer champion represents the customer and focuses on achieving business goals and objectives. • An Expeditor—a person who executes quickly and effectively. If unable to resolve an issue, an expeditor will escalate the issue to the appropriate resource who can resolve the issue, and continue to follow up in a timely manner to ensure the issue has been resolved to the customer's satisfaction. Identify the top skills most commonly required of a support professional. - • Customer service • Communication skills • Ability to learn quickly • Troubleshooting/problem-solving skills • Ability to work under pressure • Adaptability• Interpersonal skills • Teamwork skills • Self-motivated, independent worker • Support experience