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HDI SUPPORT CENTER A NALYST
QUESTIONS AND ANSWER S |
LATEST VERSION | ALREADY
PASSED
Question 1: 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
Question 2: 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
Question 3: Identify techniques to manage work life
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CORRECT ANSW ER: Acknowledge those around you
for their dedication, 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
Question 4: How can you multitask in a support
environment?
CORRECT ANSWER : Prioritize and switch between
tasks to organize work
Question 5: 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
Question 6: Explain how to manage time effectively?
CORRECT ANSWER : Plan in advance, Prioritize tasks,
Be more efficient, Address most important tasks first,
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Estimate and plan how long non-routine tasks take, Create a to-do list, Say no when appropriate
Question 7: 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
Question 8: How do you stay informed about trends/best
practices?
CORRECT ANSWER : Attend courses/seminars,
Network at industry events, Subscribe to industry publications, Join industry groups, Subscribe to/participate in discussion groups
Question 9: Identify how an SCA can deliver consistent,
quality customer service?
CORRECT ANSWER : Respond in a timely manner,
Understand customer needs, Take ownership of incidents,
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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
Question 10: 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
Question 11: Identify impact of language barriers
CORRECT ANSWER : Analyst misunderstands
question, Customer misunderstands instructions, Frustration, Poor customer satisfaction, Increased chances of escalation