Exam (elaborations)
HDI Support Center Analyst Exam/217 Questions with Solutions
- Course
- Institution
HDI Support Center Analyst Exam/217 Questions with Solutions
[Show more]
Content preview
HDI Support Center AnalystExam/217 Questions with Solutions
1.1.1 Identify the characteristics of an effective leader. - -An effective
leader:
> Leads by constructive example
> Motivates others
> Encourages participation, creative thinking, and initiative
> Demonstrates a positive attitude
> Practices active listening skills
> Displays ethical behavior
- 1.1.2 Identify ways to exhibit personal accountability. - -Ways to exhibit
personal accountability include:
> Taking ownership of incidents or service requests
> Admitting to errors
> Adhering to a work schedule
> Knowing your responsibilities and fulfilling them
> Meeting personal commitments
> Adhering to organization policies and procedures
> Representing the organization positively outside the regular work
environment
- 1.1.3 Identify techniques to best manage your work life - -To best manage
your work life:
> Be on time or early with every assignment or meeting
> Always approach your manager with solutions, not problems
> Trust your manager - You may not understand why a specific decision is
made
> Increase your problem solving and critical thinking skills by taking good
physical care of yourself (i.e. sleep, exercise, eating healthy)
> Acknowledge those around you for their dedication
> Identify ways to assist your manager with new projects to build trust
- 1.2.1 Describe ethical behavior in a support center. - -An ethical support
center environment is characterized by analysts who:
> Provide consistent service to all customers
> Demonstrate honesty and integrity in their actions
> Take ownership and hold themselves personally accountable for their
actions
> Fulfill commitments
> Protect and enhance the image of the support center
> Are loyal to their team
, - 1.3.1 Identify strategies for multitasking in a support environment. - -
Multitasking in a support environment includes the ability to:
> Switch between tasks smoothly throughout the day
> Prioritize tasks throughout the day as circumstances require, with minimal
supervision
> Organize work effectively
- 1.3.2 Explain how to manage the use of your time efficiently - -Techniques
to improve and manage the use of your time include:
> Planning projects and activities in advance
> Prioritizing tasks to ensure that you spend time on tasks that contribute to
the achievement of your goals
> Addressing the most important action items first
> Accurately estimating and planning how long non-routine tasks will take
> Being more efficient when performing routine tasks
> Using a time management tool or daily "to-do" list
> Learning to say "no" when appropriate
- 1.4.1 Identify considerations for effective use of e-mail communication. - -
Effective e-mail communication includes:
> Understanding your audience so that you can tailor and optimize message
content
> Labeling your message with a subject line that reflects the message
content
> Structuring your message so that it's easy, quick to read and understand --
including an opening, bullet points, and closing
> Using clear, concise business language so that your message is
communicated effectively
> Proofreading your message before you send it to ensure it is
communicating what you intend
> Using plain text and avoid fancy fonts, colors, and RTF or HTML formatting
> Including the original message with replies to provide a context for the
message
> Using appropriate punctuation
> Avoiding abbreviations (e.g. "BTW" instead of "by the way") and emoticons
> Using appropriate capitalization (avoiding the use of all capital or all lower-
case letters)
- 1.5.1 List ideas for staying informed about industry trends and best
practices. - -A support professional can stay informed about the industry by:
> Attending courses and seminars
> Networking with other professionals at industry events
> Subscribing to industry publications
> Joining industry groups
> Subscribing to or participating in online discussion groups
, - 1.6.1 Identify ways that an SCA can deliver consistent, quality customer
service. - -An SCA (Support Center Analyst) delivers consistent, quality
customer service by:
> Responding to customer incidents in a timely manner
> Understanding and documenting customer needs
> Taking ownership of customer incidents
> Making specific commitments, then consistently meeting or exceeding
those commitments, while remaining faithful to organizational policies
> Resolving or assisting in the resolution of incidents within established
service levels
> Enhancing the customer's relationship with the support center and
organization
> Promoting the image of the support center
- 1.6.2 Describe the primary responsibilities of the support center analyst in
the support organization. - -An SCA is responsible for:
> Understanding the mission and goals of the support organization
> Communicating any issues/concerns to support center management
> Following support center policies and procedures
> Reporting any inaccuracies or incorrect data to support center
management
> Representing the support center in a professional manner
- 1.7.1 Explain techniques for cross-cultural communication. - -To
communicate more effectively across cultures:
> Listen actively
> Match the customer's communication style
> Use standard language expressions (i.e. eliminate slang) and simple
sentences
> Moderate the pace of the call to accommodate the customer
> Let customer know if you have any difficulty understanding them
> Pause to consider what is being said to better understand the customer
> Use e-mail, faxes, or handwritten notes to ensure understanding
> Ask the customer to repeat the question
> Use closed-ended questions to verify understanding
> Paraphrase the customer's question or request in your own words to verify
your understanding
- 1.7.2 Identify the impacts of language barriers when communicating with
customers. - -A language barrier can lead to:
> The analyst misunderstanding the customer's situation/problem
> The customer misunderstanding the analyst's instructions
> The customer or the analyst becoming frustrated
> Poor customer satisfaction
> Unintended insults
> Miscommunication
, > Increased risk of escalation
- 1.7.3 Identify options used for language assistance. - -Options available for
language assistance include:
> Translation applications or services (web-based translation tools or PC
tools)
> An interpreter (Other support center staff, other people at the customer's
site or at the support center who have an understanding of the language)
- 1.7.4 Explain when to obtain assistance when supporting a customer
whose primary language is different than your own. - -You should obtain
assistance when supporting a customer whose primary language is different
that your own whenever:
> Frustration levels are increasing
> There is little or no understanding between you and the customer
> The words the customer is using do not seem logical
- 1.8.1 Define Emotional Intelligence. - -Emotional Intelligence is:
> The ability to recognize and know what emotions you are feeling
> Managing one's emotions so that they do not overwhelm a situation and
one's thinking capability
> Being able to recognize the emotions that others are feeling
> Helping to manage other's emotions in order to ensure that those
emotions do not overwhelm situations and thinking capacities
> The ability to create sincere and authentic relationships that produce value
and productivity
- 1.8.2 Explain why Emotional Intelligence is important to the role of a
support center analyst. - -Emotional Intelligence is important to the role of
the support center analyst because:
> It is important to understand a customer's emotional need as well as their
business need
> It makes one more aware of their own reactions and how it impacts the
quality of the relationship between them and customers, peers, and
management
> It is important to understand how people work
- 1.8.3 Explain the three major components of Emotional Intelligence. - -The
three major components of Emotional Intelligence are:
1. Self Awareness
2. Emotional Managements of Self and Others
3. Emotional Connection
- 1.8.4 Describe an emotional hijack. - -An emotional hijack happens when:
> There is a perceived threat, whether it is real or not, from a situation or
person
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Nursephil2023. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $20.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
62890 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now