Exam (elaborations)
HDI Support Center Analyst Questions and Answers.
- Course
- Institution
HDI Support Center Analyst Questions and Answers.
[Show more]
Content preview
HDI Support Center Analyst Questions andAnswers
1.1.1 Identify the characteristics of an effective leader. - (correct answer) -An effective leader:
yi yi yi yi yi yi yi yi yi yi yi yi yi
> Leads by constructive example
yi yi yi yi
> Motivates others
yi yi
> Encourages participation, creative thinking, and initiative
yi yi yi yi yi yi
> Demonstrates a positive attitude
yi yi yi yi
> Practices active listening skills
yi yi yi yi
> Displays ethical behavior
yi yi yi
1.1.2 Identify ways to exhibit personal accountability. - (correct answer) -Ways to exhibit personal
yi yi yi yi yi yi yi yi yi yi yi yi yi
accountability include:
yi yi
> Taking ownership of incidents or service requests
yi yi yi yi yi yi yi
> Admitting to errors
yi yi yi
> Adhering to a work schedule
yi yi yi yi yi
> Knowing your responsibilities and fulfilling them
yi yi yi yi yi yi
> Meeting personal commitments
yi yi yi
> Adhering to organization policies and procedures
yi yi yi yi yi yi
> Representing the organization positively outside the regular work environment
yi yi yi yi yi yi yi yi yi
1.1.3 Identify techniques to best manage your work life - (correct answer) -To best manage your work
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
life:
yi
> Be on time or early with every assignment or meeting
yi yi yi yi yi yi yi yi yi yi
> Always approach your manager with solutions, not problems
yi yi yi yi yi yi yi yi
> Trust your manager - You may not understand why a specific decision is made
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> Increase your problem solving and critical thinking skills by taking good physical care of yourself (i.e.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
sleep, exercise, eating healthy)
yi yi yi yi
> Acknowledge those around you for their dedication
yi yi yi yi yi yi yi
> Identify ways to assist your manager with new projects to build trust
yi yi yi yi yi yi yi yi yi yi yi yi
1.2.1 Describe ethical behavior in a support center. - (correct answer) -An ethical support center
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
environment is characterized by analysts who:
yi yi yi yi yi yi
> Provide consistent service to all customers
yi yi yi yi yi yi
> Demonstrate honesty and integrity in their actions
yi yi yi yi yi yi yi
> Take ownership and hold themselves personally accountable for their actions
yi yi yi yi yi yi yi yi yi yi
> Fulfill commitments
yi yi
> Protect and enhance the image of the support center
yi yi yi yi yi yi yi yi yi
> Are loyal to their team
yi yi yi yi yi
1.3.1 Identify strategies for multitasking in a support environment. - (correct answer) -Multitasking in a
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
support environment includes the ability to:
yi yi yi yi yi yi
> Switch between tasks smoothly throughout the day
yi yi yi yi yi yi yi
> Prioritize tasks throughout the day as circumstances require, with minimal supervision
yi yi yi yi yi yi yi yi yi yi yi
> Organize work effectively
yi yi yi
,1.3.2 Explain how to manage the use of your time efficiently - (correct answer) -Techniques to improve
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
and manage the use of your time include:
yi yi yi yi yi yi yi yi
> Planning projects and activities in advance
yi yi yi yi yi yi
> Prioritizing tasks to ensure that you spend time on tasks that contribute to the achievement of your
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
goals
yi
> Addressing the most important action items first
yi yi yi yi yi yi yi
> Accurately estimating and planning how long non-routine tasks will take
yi yi yi yi yi yi yi yi yi yi
> Being more efficient when performing routine tasks
yi yi yi yi yi yi yi
> Using a time management tool or daily "to-do" list
yi yi yi yi yi yi yi yi yi
> Learning to say "no" when appropriate
yi yi yi yi yi yi
1.4.1 Identify considerations for effective use of e-mail communication. - (correct answer) -Effective e-
yi yi yi yi yi yi yi yi yi yi yi yi yi
mail communication includes:
yi yi
> Understanding your audience so that you can tailor and optimize message content
yi yi yi yi yi yi yi yi yi yi yi yi
> Labeling your message with a subject line that reflects the message content
yi yi yi yi yi yi yi yi yi yi yi yi
> Structuring your message so that it's easy, quick to read and understand -- including an opening,
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
bullet points, and closing
yi yi yi yi
> Using clear, concise business language so that your message is communicated effectively
yi yi yi yi yi yi yi yi yi yi yi yi
> Proofreading your message before you send it to ensure it is communicating what you intend
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> Using plain text and avoid fancy fonts, colors, and RTF or HTML formatting
yi yi yi yi yi yi yi yi yi yi yi yi yi
> Including the original message with replies to provide a context for the message
yi yi yi yi yi yi yi yi yi yi yi yi yi
> Using appropriate punctuation
yi yi yi
> Avoiding abbreviations (e.g. "BTW" instead of "by the way") and emoticons
yi yi yi yi yi yi yi yi yi yi yi
> Using appropriate capitalization (avoiding the use of all capital or all lower-case letters)
yi yi yi yi yi yi yi yi yi yi yi yi yi
1.5.1 List ideas for staying informed about industry trends and best practices. - (correct answer) -A
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
support professional can stay informed about the industry by:
yi yi yi yi yi yi yi yi yi
> Attending courses and seminars
yi yi yi yi
> Networking with other professionals at industry events
yi yi yi yi yi yi yi
> Subscribing to industry publications
yi yi yi yi
> Joining industry groups
yi yi yi
> Subscribing to or participating in online discussion groups
yi yi yi yi yi yi yi yi
1.6.1 Identify ways that an SCA can deliver consistent, quality customer service. - (correct answer) -An
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
SCA (Support Center Analyst) delivers consistent, quality customer service by:
yi yi yi yi yi yi yi yi yi yi
> Responding to customer incidents in a timely manner
yi yi yi yi yi yi yi yi
> Understanding and documenting customer needs
yi yi yi yi yi
> Taking ownership of customer incidents
yi yi yi yi yi
> Making specific commitments, then consistently meeting or exceeding those commitments, while
yi yi yi yi yi yi yi yi yi yi yi
remaining faithful to organizational policies
yi yi yi yi yi
> Resolving or assisting in the resolution of incidents within established service levels
yi yi yi yi yi yi yi yi yi yi yi yi
> Enhancing the customer's relationship with the support center and organization
yi yi yi yi yi yi yi yi yi yi
> Promoting the image of the support center
yi yi yi yi yi yi yi
1.6.2 Describe the primary responsibilities of the support center analyst in the support organization. -
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
(correct answer) -An SCA is responsible for:
yi yi yi yi yi yi yi
> Understanding the mission and goals of the support organization
yi yi yi yi yi yi yi yi yi
> Communicating any issues/concerns to support center management
yi yi yi yi yi yi yi
> Following support center policies and procedures
yi yi yi yi yi yi
> Reporting any inaccuracies or incorrect data to support center management
yi yi yi yi yi yi yi yi yi yi
> Representing the support center in a professional manner
yi yi yi yi yi yi yi yi
1.7.1 Explain techniques for cross-cultural communication. - (correct answer) -To communicate more
yi yi yi yi yi yi yi yi yi yi yi
effectively across cultures:
yi yi yi
> Listen actively
yi yi
,> Match the customer's communication style
yi yi yi yi yi
> Use standard language expressions (i.e. eliminate slang) and simple sentences
yi yi yi yi yi yi yi yi yi yi
> Moderate the pace of the call to accommodate the customer
yi yi yi yi yi yi yi yi yi yi
> Let customer know if you have any difficulty understanding them
yi yi yi yi yi yi yi yi yi yi
> Pause to consider what is being said to better understand the customer
yi yi yi yi yi yi yi yi yi yi yi yi
> Use e-mail, faxes, or handwritten notes to ensure understanding
yi yi yi yi yi yi yi yi yi
> Ask the customer to repeat the question
yi yi yi yi yi yi yi
> Use closed-ended questions to verify understanding
yi yi yi yi yi yi
> Paraphrase the customer's question or request in your own words to verify your understanding
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
1.7.2 Identify the impacts of language barriers when communicating with customers. - (correct answer)
yi yi yi yi yi yi yi yi yi yi yi yi yi
-A language barrier can lead to:
yi yi yi yi yi yi
> The analyst misunderstanding the customer's situation/problem
yi yi yi yi yi yi
> The customer misunderstanding the analyst's instructions
yi yi yi yi yi yi
> The customer or the analyst becoming frustrated
yi yi yi yi yi yi yi
> Poor customer satisfaction
yi yi yi
> Unintended insults
yi yi
> Miscommunication
yi
> Increased risk of escalation
yi yi yi yi
1.7.3 Identify options used for language assistance. - (correct answer) -Options available for language
yi yi yi yi yi yi yi yi yi yi yi yi yi
assistance include:
yi yi
> Translation applications or services (web-based translation tools or PC tools)
yi yi yi yi yi yi yi yi yi yi
> An interpreter (Other support center staff, other people at the customer's site or at the support
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
center who have an understanding of the language)
yi yi yi yi yi yi yi yi
1.7.4 Explain when to obtain assistance when supporting a customer whose primary language is
yi yi yi yi yi yi yi yi yi yi yi yi yi
different than your own. - (correct answer) -You should obtain assistance when supporting a customer
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
whose primary language is different that your own whenever:
yi yi yi yi yi yi yi yi yi
> Frustration levels are increasing
yi yi yi yi
> There is little or no understanding between you and the customer
yi yi yi yi yi yi yi yi yi yi yi
> The words the customer is using do not seem logical
yi yi yi yi yi yi yi yi yi yi
1.8.1 Define Emotional Intelligence. - (correct answer) -Emotional Intelligence is:
yi yi yi yi yi yi yi yi yi
> The ability to recognize and know what emotions you are feeling
yi yi yi yi yi yi yi yi yi yi yi
> Managing one's emotions so that they do not overwhelm a situation and one's thinking capability
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> Being able to recognize the emotions that others are feeling
yi yi yi yi yi yi yi yi yi yi
> Helping to manage other's emotions in order to ensure that those emotions do not overwhelm
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
situations and thinking capacities
yi yi yi yi
> The ability to create sincere and authentic relationships that produce value and productivity
yi yi yi yi yi yi yi yi yi yi yi yi yi
1.8.2 Explain why Emotional Intelligence is important to the role of a support center analyst. - (correct
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
answer) -Emotional Intelligence is important to the role of the support center analyst because:
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> It is important to understand a customer's emotional need as well as their business need
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> It makes one more aware of their own reactions and how it impacts the quality of the relationship
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
between them and customers, peers, and management
yi yi yi yi yi yi yi
> It is important to understand how people work
yi yi yi yi yi yi yi yi
1.8.3 Explain the three major components of Emotional Intelligence. - (correct answer) -The three major
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
components of Emotional Intelligence are:
yi yi yi yi yi
1. Self Awareness
yi yi
2. Emotional Managements of Self and Others
yi yi yi yi yi yi
3. Emotional Connection
yi yi
1.8.4 Describe an emotional hijack. - (correct answer) -An emotional hijack happens when:
yi yi yi yi yi yi yi yi yi yi yi yi
> There is a perceived threat, whether it is real or not, from a situation or person
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
, > There is a change in the chemistry of the brain that does not allow one to think rationally and clearly,
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
which can last for up to 18 minutes
yi yi yi yi yi yi yi yi
> The body and brain are flooded with adrenaline and cortisol when can cause one to be over sensitive
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
and/or tired very quickly
yi yi yi yi
1.8.5 Explain the impact of an emotional hijack on self and customers. - (correct answer) -The impact of
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
an emotional hijack can leave a person:
yi yi yi yi yi yi yi
> Saying things that may be hurtful without thinking about the consequences
yi yi yi yi yi yi yi yi yi yi yi
> Not able to respond to a situation verbally or phsically
yi yi yi yi yi yi yi yi yi yi
1.8.6 Describe how to manage a customer's emotional hijack while on the phone. - (correct answer) -In
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
order to manage a customer's hijack while on the phone:
yi yi yi yi yi yi yi yi yi yi
> Make sure the customer knows you are on their side to help
yi yi yi yi yi yi yi yi yi yi yi yi
> Listen attentively to the underlying emotion in the conversation
yi yi yi yi yi yi yi yi yi
> Align yourself with the customer by identifying and stating their felt emotion with sincerity
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> Create an environment of help by using words like "we" and "us" which will create a calming effect
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
with the customer
yi yi yi
2.1.1 Identify ways to promote the image of the support center. - (correct answer) -Promote the image
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
of the support center by:
yi yi yi yi yi
> Delivering a consistent, quality greeting and closing
yi yi yi yi yi yi yi
> Keeping customers advised of the steps being taken to resolve their incidents or service requests
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> Providing customers with accurate information
yi yi yi yi yi
> Delivering consistent, professional results
yi yi yi yi
> Being aware of how personal conduct outside of the work environment could affect the organization's
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
image
yi
> Exhibiting professionalism and confidence
yi yi yi yi
> Taking ownership, even when you do not have a ready answer
yi yi yi yi yi yi yi yi yi yi yi
2.1.2 Define a mission statement. - (correct answer) -A mission statement is a formal short written
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
statement of the purpose of a company or organization. The mission statement should guide the
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
actions of the organization, spell out its overall goal, provide a sense of direction, and guide decision-
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
making.
2.1.3 Identify the purpose of a mission statement. - (correct answer) -A mission statement:
yi yi yi yi yi yi yi yi yi yi yi yi yi
> Defines the organization's purpose and reason for being (i.e. what you are doing and why you are
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
doing it)
yi yi
> Identifies the main purpose and role of the organization focusing everyone on a common goal
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
> Inspires commitment
yi yi
2.2.1 Define policy. - (correct answer) -Policies define what is or is not permitted within an organization.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
A policy establishes expectations and limitations related to behavior.
yi yi yi yi yi yi yi yi yi
2.2.2 List the importance of adhering to organizational policies. - (correct answer) -Adhering to
yi yi yi yi yi yi yi yi yi yi yi yi yi
organizational policies is important because it:
yi yi yi yi yi yi
> Encourages consistent behavior throughout the support center
yi yi yi yi yi yi yi
> Provides a framework for the delivery of consistent service
yi yi yi yi yi yi yi yi yi
> Protects the organization against legal action
yi yi yi yi yi yi
> Helps protect the organization and customers' proprietary information and other assets
yi yi yi yi yi yi yi yi yi yi yi
2.2.3 List the purpose of organizational policies. - (correct answer) -Organizational policies:
yi yi yi yi yi yi yi yi yi yi yi
> Provide clear definitions of boundaries within which to work
yi yi yi yi yi yi yi yi yi
> Define what is acceptable and unacceptable employee behavior
yi yi yi yi yi yi yi yi
> Provide guidelines for dealing with inappropriate behavior
yi yi yi yi yi yi yi
> Set customer expectations
yi yi yi
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 Wisdoms. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $11.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
75759 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now