Leadership

Question 1

Identify the characteristics of an effective leader.

Answer 1

An effective leader:
• Leads by positive example and personal
accountability
• Motivates others
• Encourages participation, creative
thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior

Question 2

Identify ways to exhibit personal accountability.

Answer 2

Ways to exhibit personal accountability
include:
• Taking ownership of incidents or requests
• Admitting to errors
• Adhering to a work schedule
• Knowing your responsibilities and
fulfilling them
• Meeting personal and business
commitments
• Adhering to organization policies and
procedures
• Representing the organization positively
outside the regular work environment

Question 3

Identify success factors to best manage your work life.

Answer 3

Success factors to manage your work life
include:
• Meet commitments with every
assignment or meeting
• Approach your manager with solutions,
not problems
• Be open minded—you may not
understand why a specific managerial
decision is made
• Practice your creative and critical
thinking skills
• Acknowledge those around you for their
positive contributions
• Identify ways to assist your team and
build trust

Question 4

Define ethics in business.

Answer 4

Ethics in business refers to abiding by principles
and codes that guides how members of an organization are expected to behave. Ethics includes integrity, which is the honesty of one’s actions, and aligning one’s values with the values of the organization.

Question 5

Describe ethical behavior in a support center.

Answer 5

An ethical support center environment is
characterized by representatives who:
• Provide consistent service to all
customers
• Demonstrate integrity in their actions
and daily practices
• Take ownership and hold themselves
personally accountable for their actions
• Fulfill commitments
• Protect and enhance the image of the
support center
• Are loyal to the company, support
organization, and team

Question 6

Describe how an customer service representative should be ethical.

Answer 6

An customer service representative should be
ethical by:
• Complying with the company code of
conduct
• Reporting unethical and unauthorized
use of company equipment as outlined in
the standard operating procedures
• Treating all stakeholders with respect,
dignity, and being courtesy
• Conveying accurate and truthful
information
• Providing the same level of quality and
service to all users in order to remain fair
and consistent

Question 7

Describe the role of a customer service representative in the organization.

Answer 7

A customer service representative assumes
three main roles:
• An Expert—a person with a high degree
of business and/or technical knowledge,
skills, or experience. An expert is able to
respond to the business issue with the
appropriate sense of urgency.
• A Customer Champion—a person who
advocates for the customer and their
needs. A customer champion represents
the customer and focuses on achieving
business goals and objectives.
• An Expeditor—a person who executes
quickly and effectively. If unable to
resolve an issue, an expeditor will
escalate the issue to the appropriate
resource who can resolve the issue, and
continue to follow up in a timely manner
to ensure the issue has been resolved to
the customer’s satisfaction.

Question 8

Identify the top skills most commonly required of a support professional.

Answer 8

The top skills most commonly required of a
support professional include:
• Customer service
• Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work under pressure
• Adaptability
• Interpersonal skills
• Teamwork skills
• Self-motivated, independent worker
• Support experience