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
