HDI SUPPORT CENTER ANALYST SELF -TEST

• | Page

HDI SUPPORT CENTER ANALYST SELF -TEST

CORRECT SOLUTIONS.

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 1 / 4

• | Page

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 2 / 4

• | Page

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 3 / 4

• | Page

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

• / 4