HDI Support Center Analyst Self-Test Questions and Answers 2024
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Course
HDI .
Institution
HDI .
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 -Cor...
HDI Support Center Analyst Self-Test
Questions and Answers 2024
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
HDI Support Center Analyst Self-Test
,HDI Support Center Analyst Self-Test
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
HDI Support Center Analyst Self-Test
, HDI Support Center Analyst Self-Test
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
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? -Correct Answer ✔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
HDI Support Center Analyst Self-Test
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