1.0 Leadership Flashcards
1.1.1 - What are the characteristics of an effective leader?
- Leads by constructive example
- Motivates others
- Encourages participation
- Demonstrates positive attitude
- Practices active listening skills
- Displays active listening skills
1.1.2 - What are the ways to exhibit personal accountability?
- Taking ownership of incidents and SRs
- Admitting to errors
- Adhering to a work schedule
- Knowing your responsibilities and fulfilling them
- Meeting personal commitments
- Adhering to organization policies and procedures
- Representing your organization positively
1.1.3 - What are the techniques to best manage your work life?
- Be on time or early with every assignment or meeting
- Approach your manager with solutions and not problems
- Trust your manager
- Increase your problem solving and critical thinking skills by taking care of yourself
- Acknowledge those around you for their dedication
- Identify ways to assist your manager with new projects to build trust
1.2.1 - An ethical support center environment is characterized by a rep who:
- Provide consistent service to all customers
- Demonstrate honesty and integrity
- Take ownership and hold themselves personally accountable
- Fulfill commitments
- Protect and enhance the image of the support center
- Loyal to the team
1.3.1 – Multitasking in a support environment includes the ability to:
- Switch between tasks smoothly throughout the day
- Prioritize tasks with minimal supervision
- Organize work effectively
1.3.2 – Techniques to improve and manage time include:
- Planning projects and activities in advance
- Prioritizing tasks
- Addressing the most important actions items first
- Accurately estimating and planning
- 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 - Effective Email communication includes
- Understanding your audience
- Labeling message with a subject that reflects the message content
- Structuring your message so that it’s easy to read
- Using clear,concise business language
- Proofreading your message
- Using plain text, avoid RTF and HMTL
- Include original message to provide context
- Using appropriate punctuation
- Avoid abbreviations
- Use appropriate caps
1.5.1 – a support professional can stay informed about the industry by:
- Attending courses and seminars
- Networking with other professionals
- Subscribing to industry publications
- Joining industry groups
- Subscribing to or participating in online discussion groups
1.6.1 – A Customer Service Rep (CSR) 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
- Resolving or assisting in the resolution within SLA
- Enhancing the customers relationship with the support center
- Promoting the image of the support center
- Recognize potential up-sell opportunities
1.6.2 – A CSR is responsible for
- Receiving the initial customer incident or service request
- Performing duties in a courteous and professional manner
- Maintaining and enhancing customer satisfaction
- Documenting and sharing knowledge
- Providing accurate information to customers
- Redirect customer requests to other departments as necessary
- Staying informed about the industry
1.7.1 (Global Perspective) To communicate more effectively across cultures:
- Listen actively
- Match the customers communication style
- Use standard language expressions
- Moderate the space of the call to accommodate the customer
- Let the customer know if you have difficulty understanding them
- Pause to consider what is being said to better understand the customer
- Encourage the customer to ask for clarification throughout the conversation
- Use email, faxes or handwritten notes to ensure understanding
- Ask the customer to repeat the question
- Use closed-ended questions to verify understanding
- Paraphrase the customers question or request in your own words to verify your understanding
1.7.2 (Global perspective) a language barrier can lead to :
•The support professionals misunderstanding of the situation/problem
- The customer misunderstanding the instructions from the support professional
- Customer or support professional becoming frustrated
- Poor customer satisfaction
- Unintended insults
- Miscommunication
- Increased risk of escalation
1.7.3 (Global perspective) – options available for language assistance include:
Translation applications or services
-Web-based translation tools -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
1.74 (Global perspective) – obtain assistance when supporting a customer whose primary language is different than your own when:
- Frustration levels are increasing
- There is little or no understanding between you and customer
- The words the customer is using do not seem logical
1.8.1 – Emotional Intelligence is
- Ability to recognize and know what emotions you are feeling
- Managing ones emotions so that they do not overwhelm a situation
- Being able to recognize the emotions others are feeling
- Helping to manage others emotions
- The ability to create sincere and authentic relationships that produce value and productivity
1.8.2 – emotional intelligence is important to the role of the support center analyst because:
It is important to recognize the customers emotional and business needs
It makes one more aware of their own reactions and how it impacts the quality of the relationship between the customer, peers and managements
It is important to understand how people work
1.8.3 - The major components of Emotional intelligence are
Self-awareness
Emotional management of Self and others
Emotional connection
1.8.4 - Describe and emotional hijack
There is a perceived threat, whether real or not, from a situation or person
There is a change in the chemistry of the brain that does not allow one to think rationally and clearly for up to 18 minutes
Body and brain and flooded with andrenaline and cortisol which can cause one to be over sensitive and or tired very quickly
1.8.5 - The impact of an emotional hijack can leave a person:
Saying things that can be hurtful without thinking about the consequences
Not able to respond to a situation verbally or physically
1.8.6 - Describe how to manage a customer’s emotional hijack while on the phone?
Make sure the customer knows you are on their side
Listen attentively to the underlying emotion in the conversation
Align yourself with the customer by identifying with them
Create an environment of help by using works like we and us, which creates a calming effect with the customer
