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HDI Support Center Analyst Self-Test Questions And Answers 100% Verified.

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HDI Support Center Analyst Self-Test

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HDI Support Center Analyst Self-Test

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HDI Support Center Analyst Self-Test
Questions And Answers 100% Verified.

Identify the characteristics of an effective leader - correct 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 - correct 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 - correct 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? - correct answer. Prioritize and
switch between tasks to organize work

Describe ethical behavior - correct 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? - correct 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: - correct 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? - correct 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? - correct 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 - correct 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 - correct answer. Analyst misunderstands
question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation

What are some options for language assistance? - correct answer. Translation
apps/services
An interpreter

When do you obtain assistance when the customer speaks a different primary language
than you? - correct answer. Frustration on the rise
Little/no understanding
Customer's words seem illogical

Define emotional intelligence - correct answer. 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

Why is emotional intelligence important to a SCA? - correct answer. 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? - correct answer. 1.
Self awareness
2. Emotional management of self/others
3. Emotional connection

What is an emotional hijack? - correct answer. 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? - correct answer. Up to 18 minutes

What can happen when you are emotionally hijacked? - correct answer. Say hurtful
things
Cannot respond to situation verbally or physically

How do you manage a customer's hijack on the phone? - correct answer. Make sure
they know you are on their side

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