HDI SUPPORT CENTER ANALYST SELF-TEST
Identify the characteristics of an effective leader - Answers- Leads by example
Encourages participation, initiative and creative thinking
Ethical behavior
Demonstrates a positive attitude
Motivates others
Practices active listening
Identify ways to exhibit personal accountability - Answers- Adhere to organization
policies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
Explain how to manage time effectively? - Answers- Plan in advance
Prioritize tasks
Be more efficient
Address most important tasks first
Estimate and plan how long non-routine tasks take
Create a to-do list
Say no when appropriate
Effective email communication includes: - Answers- Understand your audience
Use a subject line & structure (opening, bullets, closing)
Use clear language
Proofread
Use plain text
Include the original message w/ replies
Use appropriate punctuation/avoid abbreviations
Use appropriate caps
How do you stay informed about trends/best practices? - Answers- Attend
courses/seminars
Network at industry events
Subscribe to industry upblications
Join industry groups
Subscribe to/participate in discussion groups
Identify how an SCA can deliver consistent, quality customer service? - Answers-
Respond in a timely manner
Understand customer needs
Take ownership of incidents
,Make commitments and meet or exceed them
Stay within established service levels
Enhance customer relationship with support center/org
Promote the image of the support center
Explain techniques for cross-cultural communication - Answers- listen actively
match the customer's communication style
use standard language (no slang) & simple sentences
express difficulty understanding
encourage the customer to ask for clarification
ask to repeat the question
use closed-ended questions to verify understanding
Identify impact of language barriers - Answers- Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
What are some options for language assistance? - Answers- Translation apps/services
An interpreter
When do you obtain assistance when the customer speaks a different primary language
than you? - Answers- Frustration on the rise
Little/no understanding
Customer's words seem illogical
Define emotional intelligence - Answers- Ability to recognize/know what you're feeling
Managing emotions so they don't overwhelm you
Recognizing others' emotions
Ability to manage others' emotions
Ability to create authentic relationships
Identify techniques to manage work life - Answers- Acknowledge those around you for
their dedication
Be on time or early
Always approach manager with solutions, not problems
Identify ways to assist manager w/ new projects
Taking care of yourself (sleep, exercise, eat healthy)
Trust your manager
How can you multitask in a support environment? - Answers- Prioritize and switch
between tasks to organize work
Describe ethical behavior - Answers- Protect & enhance the image of the support
center
, Provide consistent service to all customers
Fulfill commitments
Take ownership & hold yourself accountable
Demonstrate honesty and integrity
Loyal to your team
Why is emotional intelligence important to a SCA? - Answers- It's important to
understand user's emotional need as well as business need
Makes us aware of our own reactions
Need to know how people work
What are the three major components of emotional intelligence? - Answers- 1. Self
awareness
2. Emotional management of self/others
3. Emotional connection
What is an emotional hijack? - Answers- What happens when you perceive a threat
from a situation/person
The brain chemistry changes and doesn't allow an individual to think rationally or clearly
The body/brain are flooded with cortisol/adrenaline which can make you sensitive/tired
How long can an emotional hijack last? - Answers- Up to 18 minutes
What can happen when you are emotionally hijacked? - Answers- Say hurtful things
Cannot respond to situation verbally or physically
How do you manage a customer's hijack on the phone? - Answers- Make sure they
know you are on their side
Listen to the underlying emotion
Align yourself with them by identifying and stating their felt emotion
Create an environment of help by saying "you" and "us"
How do you promote the image of the support center? - Answers- Deliver a consistent,
quality greeting and closing
Keep customers advised of steps taken to resolve issue
Provide customers with accurate information
Be aware of how conduct outside work can affect organization's image
Be professional and take ownership
Whati s a mission statement? - Answers- A short, formal written statement of the
organization's purpose.
What is the mission statement for? - Answers- It guides a company's actions, spell out
its overall goal, provide sense of direction, and guide decision making.
Identify the characteristics of an effective leader - Answers- Leads by example
Encourages participation, initiative and creative thinking
Ethical behavior
Demonstrates a positive attitude
Motivates others
Practices active listening
Identify ways to exhibit personal accountability - Answers- Adhere to organization
policies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
Explain how to manage time effectively? - Answers- Plan in advance
Prioritize tasks
Be more efficient
Address most important tasks first
Estimate and plan how long non-routine tasks take
Create a to-do list
Say no when appropriate
Effective email communication includes: - Answers- Understand your audience
Use a subject line & structure (opening, bullets, closing)
Use clear language
Proofread
Use plain text
Include the original message w/ replies
Use appropriate punctuation/avoid abbreviations
Use appropriate caps
How do you stay informed about trends/best practices? - Answers- Attend
courses/seminars
Network at industry events
Subscribe to industry upblications
Join industry groups
Subscribe to/participate in discussion groups
Identify how an SCA can deliver consistent, quality customer service? - Answers-
Respond in a timely manner
Understand customer needs
Take ownership of incidents
,Make commitments and meet or exceed them
Stay within established service levels
Enhance customer relationship with support center/org
Promote the image of the support center
Explain techniques for cross-cultural communication - Answers- listen actively
match the customer's communication style
use standard language (no slang) & simple sentences
express difficulty understanding
encourage the customer to ask for clarification
ask to repeat the question
use closed-ended questions to verify understanding
Identify impact of language barriers - Answers- Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
What are some options for language assistance? - Answers- Translation apps/services
An interpreter
When do you obtain assistance when the customer speaks a different primary language
than you? - Answers- Frustration on the rise
Little/no understanding
Customer's words seem illogical
Define emotional intelligence - Answers- Ability to recognize/know what you're feeling
Managing emotions so they don't overwhelm you
Recognizing others' emotions
Ability to manage others' emotions
Ability to create authentic relationships
Identify techniques to manage work life - Answers- Acknowledge those around you for
their dedication
Be on time or early
Always approach manager with solutions, not problems
Identify ways to assist manager w/ new projects
Taking care of yourself (sleep, exercise, eat healthy)
Trust your manager
How can you multitask in a support environment? - Answers- Prioritize and switch
between tasks to organize work
Describe ethical behavior - Answers- Protect & enhance the image of the support
center
, Provide consistent service to all customers
Fulfill commitments
Take ownership & hold yourself accountable
Demonstrate honesty and integrity
Loyal to your team
Why is emotional intelligence important to a SCA? - Answers- It's important to
understand user's emotional need as well as business need
Makes us aware of our own reactions
Need to know how people work
What are the three major components of emotional intelligence? - Answers- 1. Self
awareness
2. Emotional management of self/others
3. Emotional connection
What is an emotional hijack? - Answers- What happens when you perceive a threat
from a situation/person
The brain chemistry changes and doesn't allow an individual to think rationally or clearly
The body/brain are flooded with cortisol/adrenaline which can make you sensitive/tired
How long can an emotional hijack last? - Answers- Up to 18 minutes
What can happen when you are emotionally hijacked? - Answers- Say hurtful things
Cannot respond to situation verbally or physically
How do you manage a customer's hijack on the phone? - Answers- Make sure they
know you are on their side
Listen to the underlying emotion
Align yourself with them by identifying and stating their felt emotion
Create an environment of help by saying "you" and "us"
How do you promote the image of the support center? - Answers- Deliver a consistent,
quality greeting and closing
Keep customers advised of steps taken to resolve issue
Provide customers with accurate information
Be aware of how conduct outside work can affect organization's image
Be professional and take ownership
Whati s a mission statement? - Answers- A short, formal written statement of the
organization's purpose.
What is the mission statement for? - Answers- It guides a company's actions, spell out
its overall goal, provide sense of direction, and guide decision making.
