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HDI Support Center Analyst Questions and Answers.
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HDI Support Center Analyst Questions and Answers.
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HDI Support Center Analyst Questions andAnswers
1.1.1 Identify the characteristics of an effective leader. - (correct answer) -An effective leader:
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> Leads by constructive example
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> Motivates others
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> Encourages participation, creative thinking, and initiative
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> Demonstrates a positive attitude
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> Practices active listening skills
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> Displays ethical behavior
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1.1.2 Identify ways to exhibit personal accountability. - (correct answer) -Ways to exhibit personal
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accountability include:
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> Taking ownership of incidents or service requests
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> Admitting to errors
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> Adhering to a work schedule
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> Knowing your responsibilities and fulfilling them
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> Meeting personal commitments
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> Adhering to organization policies and procedures
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> Representing the organization positively outside the regular work environment
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1.1.3 Identify techniques to best manage your work life - (correct answer) -To best manage your work
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life:
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> Be on time or early with every assignment or meeting
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> Always approach your manager with solutions, not problems
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> Trust your manager - You may not understand why a specific decision is made
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> Increase your problem solving and critical thinking skills by taking good physical care of yourself (i.e.
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sleep, exercise, eating healthy)
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> Acknowledge those around you for their dedication
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> Identify ways to assist your manager with new projects to build trust
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1.2.1 Describe ethical behavior in a support center. - (correct answer) -An ethical support center
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environment is characterized by analysts who:
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> Provide consistent service to all customers
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> Demonstrate honesty and integrity in their actions
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> Take ownership and hold themselves personally accountable for their actions
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> Fulfill commitments
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> Protect and enhance the image of the support center
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> Are loyal to their team
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1.3.1 Identify strategies for multitasking in a support environment. - (correct answer) -Multitasking in a
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support environment includes the ability to:
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> Switch between tasks smoothly throughout the day
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> Prioritize tasks throughout the day as circumstances require, with minimal supervision
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> Organize work effectively
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,1.3.2 Explain how to manage the use of your time efficiently - (correct answer) -Techniques to improve
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and manage the use of your time include:
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> Planning projects and activities in advance
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> Prioritizing tasks to ensure that you spend time on tasks that contribute to the achievement of your
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goals
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> Addressing the most important action items first
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> Accurately estimating and planning how long non-routine tasks will take
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> Being more efficient when performing routine tasks
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> Using a time management tool or daily "to-do" list
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> Learning to say "no" when appropriate
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1.4.1 Identify considerations for effective use of e-mail communication. - (correct answer) -Effective e-
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mail communication includes:
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> Understanding your audience so that you can tailor and optimize message content
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> Labeling your message with a subject line that reflects the message content
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> Structuring your message so that it's easy, quick to read and understand -- including an opening,
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bullet points, and closing
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> Using clear, concise business language so that your message is communicated effectively
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> Proofreading your message before you send it to ensure it is communicating what you intend
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> Using plain text and avoid fancy fonts, colors, and RTF or HTML formatting
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> Including the original message with replies to provide a context for the message
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> Using appropriate punctuation
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> Avoiding abbreviations (e.g. "BTW" instead of "by the way") and emoticons
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> Using appropriate capitalization (avoiding the use of all capital or all lower-case letters)
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1.5.1 List ideas for staying informed about industry trends and best practices. - (correct answer) -A
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support professional can stay informed about the industry by:
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> Attending courses and seminars
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> Networking with other professionals at industry events
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> Subscribing to industry publications
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> Joining industry groups
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> Subscribing to or participating in online discussion groups
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1.6.1 Identify ways that an SCA can deliver consistent, quality customer service. - (correct answer) -An
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SCA (Support Center Analyst) delivers consistent, quality customer service by:
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> Responding to customer incidents in a timely manner
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> Understanding and documenting customer needs
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> Taking ownership of customer incidents
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> Making specific commitments, then consistently meeting or exceeding those commitments, while
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remaining faithful to organizational policies
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> Resolving or assisting in the resolution of incidents within established service levels
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> Enhancing the customer's relationship with the support center and organization
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> Promoting the image of the support center
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1.6.2 Describe the primary responsibilities of the support center analyst in the support organization. -
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(correct answer) -An SCA is responsible for:
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> Understanding the mission and goals of the support organization
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> Communicating any issues/concerns to support center management
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> Following support center policies and procedures
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> Reporting any inaccuracies or incorrect data to support center management
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> Representing the support center in a professional manner
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1.7.1 Explain techniques for cross-cultural communication. - (correct answer) -To communicate more
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effectively across cultures:
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> Listen actively
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,> Match the customer's communication style
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> Use standard language expressions (i.e. eliminate slang) and simple sentences
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> Moderate the pace of the call to accommodate the customer
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> Let customer know if you have any difficulty understanding them
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> Pause to consider what is being said to better understand the customer
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> Use e-mail, faxes, or handwritten notes to ensure understanding
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> Ask the customer to repeat the question
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> Use closed-ended questions to verify understanding
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> Paraphrase the customer's question or request in your own words to verify your understanding
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1.7.2 Identify the impacts of language barriers when communicating with customers. - (correct answer)
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-A language barrier can lead to:
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> The analyst misunderstanding the customer's situation/problem
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> The customer misunderstanding the analyst's instructions
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> The customer or the analyst becoming frustrated
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> Poor customer satisfaction
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> Unintended insults
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> Miscommunication
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> Increased risk of escalation
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1.7.3 Identify options used for language assistance. - (correct answer) -Options available for language
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assistance include:
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> Translation applications or services (web-based translation tools or PC tools)
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> An interpreter (Other support center staff, other people at the customer's site or at the support
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center who have an understanding of the language)
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1.7.4 Explain when to obtain assistance when supporting a customer whose primary language is
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different than your own. - (correct answer) -You should obtain assistance when supporting a customer
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whose primary language is different that your own whenever:
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> Frustration levels are increasing
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> There is little or no understanding between you and the customer
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> The words the customer is using do not seem logical
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1.8.1 Define Emotional Intelligence. - (correct answer) -Emotional Intelligence is:
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> The ability to recognize and know what emotions you are feeling
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> Managing one's emotions so that they do not overwhelm a situation and one's thinking capability
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> Being able to recognize the emotions that others are feeling
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> Helping to manage other's emotions in order to ensure that those emotions do not overwhelm
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situations and thinking capacities
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> The ability to create sincere and authentic relationships that produce value and productivity
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1.8.2 Explain why Emotional Intelligence is important to the role of a support center analyst. - (correct
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answer) -Emotional Intelligence is important to the role of the support center analyst because:
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> It is important to understand a customer's emotional need as well as their business need
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> It makes one more aware of their own reactions and how it impacts the quality of the relationship
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between them and customers, peers, and management
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> It is important to understand how people work
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1.8.3 Explain the three major components of Emotional Intelligence. - (correct answer) -The three major
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components of Emotional Intelligence are:
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1. Self Awareness
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2. Emotional Managements of Self and Others
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3. Emotional Connection
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1.8.4 Describe an emotional hijack. - (correct answer) -An emotional hijack happens when:
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> There is a perceived threat, whether it is real or not, from a situation or person
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, > There is a change in the chemistry of the brain that does not allow one to think rationally and clearly,
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which can last for up to 18 minutes
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> The body and brain are flooded with adrenaline and cortisol when can cause one to be over sensitive
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and/or tired very quickly
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1.8.5 Explain the impact of an emotional hijack on self and customers. - (correct answer) -The impact of
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an emotional hijack can leave a person:
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> Saying things that may be hurtful without thinking about the consequences
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> Not able to respond to a situation verbally or phsically
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1.8.6 Describe how to manage a customer's emotional hijack while on the phone. - (correct answer) -In
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order to manage a customer's hijack while on the phone:
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> Make sure the customer knows you are on their side to help
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> Listen attentively to the underlying emotion in the conversation
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> Align yourself with the customer by identifying and stating their felt emotion with sincerity
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> Create an environment of help by using words like "we" and "us" which will create a calming effect
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with the customer
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2.1.1 Identify ways to promote the image of the support center. - (correct answer) -Promote the image
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of the support center by:
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> Delivering a consistent, quality greeting and closing
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> Keeping customers advised of the steps being taken to resolve their incidents or service requests
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> Providing customers with accurate information
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> Delivering consistent, professional results
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> Being aware of how personal conduct outside of the work environment could affect the organization's
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image
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> Exhibiting professionalism and confidence
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> Taking ownership, even when you do not have a ready answer
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2.1.2 Define a mission statement. - (correct answer) -A mission statement is a formal short written
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statement of the purpose of a company or organization. The mission statement should guide the
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actions of the organization, spell out its overall goal, provide a sense of direction, and guide decision-
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making.
2.1.3 Identify the purpose of a mission statement. - (correct answer) -A mission statement:
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> Defines the organization's purpose and reason for being (i.e. what you are doing and why you are
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doing it)
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> Identifies the main purpose and role of the organization focusing everyone on a common goal
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> Inspires commitment
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2.2.1 Define policy. - (correct answer) -Policies define what is or is not permitted within an organization.
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A policy establishes expectations and limitations related to behavior.
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2.2.2 List the importance of adhering to organizational policies. - (correct answer) -Adhering to
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organizational policies is important because it:
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> Encourages consistent behavior throughout the support center
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> Provides a framework for the delivery of consistent service
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> Protects the organization against legal action
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> Helps protect the organization and customers' proprietary information and other assets
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2.2.3 List the purpose of organizational policies. - (correct answer) -Organizational policies:
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> Provide clear definitions of boundaries within which to work
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> Define what is acceptable and unacceptable employee behavior
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> Provide guidelines for dealing with inappropriate behavior
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> Set customer expectations
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