HDI Support Center Analyst Self-Test
Questions Solved Correctly.
Identify the characteristics of an effective leader - Answer 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 - Answer 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
Identify techniques to manage work life - Answer 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? - Answer Prioritize and switch between tasks to
organize work
Describe ethical behavior - Answer 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
Explain how to manage time effectively? - Answer 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: - Answer 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? - Answer 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? - Answer 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 - Answer 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 - Answer Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
What are some options for language assistance? - Answer Translation apps/services
An interpreter
When do you obtain assistance when the customer speaks a different primary language than you? -
Answer Frustration on the rise
Little/no understanding
Questions Solved Correctly.
Identify the characteristics of an effective leader - Answer 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 - Answer 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
Identify techniques to manage work life - Answer 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? - Answer Prioritize and switch between tasks to
organize work
Describe ethical behavior - Answer 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
Explain how to manage time effectively? - Answer 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: - Answer 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? - Answer 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? - Answer 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 - Answer 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 - Answer Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
What are some options for language assistance? - Answer Translation apps/services
An interpreter
When do you obtain assistance when the customer speaks a different primary language than you? -
Answer Frustration on the rise
Little/no understanding
