• Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off
Reading...
Front

How to study your flashcards.

Right/Left arrow keys: Navigate between flashcards.right arrow keyleft arrow key

Up/Down arrow keys: Flip the card between the front and back.down keyup key

H key: Show hint (3rd side).h key

A key: Read text to speech.a key

image

Play button

image

Play button

image

Progress

1/25

Click to flip

25 Cards in this Set

  • Front
  • Back
Identify the characteristics of an effective leader
* Lead by example
* Good at motivating others
* Help to set a strategic vision for their team, aligning the support center's goals with the organization's goal
*Encourage participation, creative thinking and intiative
* Demonstrate a positive attitude
* Listening Skills
* Display ethical Behavior
Personal Accountability
* Taking ownership of Incidents or service request
*Admitting to errors
* Adhering to a work schedule
*Knowing ur responsibilties and fufilling them
* Meeting personal commitments
* Adhering to organization policies & procedures concerning dress and performance of duty
* Representing the organization positively outside the regular work environment
Ethical Behavior in a Support Center
* Provide consitent service to all customers
* Demonstrate honesty and integrity in their actions
* take ownership and hold themselves personally accoountable
* fulfill commitments
* Protect and ehance the image of the service center
* loyal to their team
Multitask in a support environment
* Effectivly address multiple task in parallel
* switch between tasks smoothly throughtout the day
* priortize task throughout the days as circustances require, with minimal supervison
* organize work effectively
Manage the use of ur time efficiently
* Planning projects & activities into your schedule in advance
* prioritizing tasks o ensure that you spend time on tasks that contribute to the achievemnet of your goals
* doing the most important action items first
* accurately estimating and planning how long non-routine task will take
* being more efficient when performing routine tasks
* using a time management tool, daily "to do" list, PDA, etc.
* Learning to say "no" when appropriate
Effective use of email
* understand ur audience so that you can tailor and optimize message content
* label your message with a subject line that reflects the message content
* Structure ur message
* use clear concise business language
* Proofread your message
* Use plain text
* include the orginal message with replies to provide a context for the message
* use appropriate punctuation
* avoid abbreviations
* use appropriate capitalization
List Ideas for staying informed
* attending courses and seminars
* network with others
* subscribe to industry related publications
* Joining industry related groups
* subscribe to or participate in online discussion groups
SCA can deliver consistent, quality customer service
* Responding to customer incidents
* Understanding and documenting customer needs
* taking ownership of customer incidents
* Making specific commitments while remaining faithful to policy
* resolving or assisting in resolving incidents within established SL

* Enhancing the customer's relationship with the SC and organiziation

*promoting the image of the SC
Responsibilties of the SCA
* Response time and resoulution time objectives are met

* tech support for IT releated incidents
* techincal product knowledge on existing and new products introduced
* Customer satsifaction
* Document and share knowledge
* understand the role and responibilites of related support
* accurate info to customer
* stay informed about the industry
Techniques for cross- cultural communication
* actively listen
* match the customer communication style
* no slang or simple sentences
* moderate the pace of the call to accomodate the customer
* let the customer know if u have difficulty understanding
* pause to consider what is being said in order to better understand
* ask for clarification throughout the call
* use email fax or handwriting to enforce understanding
* ask the customer to repeat his/her question
* use closed ended question to verify understanding
* paraphase the customer's question in ur own words to verify understanding
Language Barriers Issues
* agent misunderstanding the customer's problem
* misunderstanding the instructions from the analyst
* customer or angent becoming frustrated
* Poor customer satisfaction
* unintended insults
* miscommunication
* increased risk of esclation
Tools used for language assitance
* translation apps Web based or PC tools
* interpreter
obtaining Assitance is customer has ESL
* frustation levels are increasing
* little or no understanding between u and the customer
* words the customer is using do not seem logical
Promote the image of the SC
* delivering a consistent, quality greeting and closing
* keeping customer advised to the steps taken to reslove their incidents
* accurate information
* deliver consistent results with professionalism
* being aware of personal conduct outside of the work
* exhibiting professionalism and confidence
* taking ownership
Techniques for cross- cultural communication
* actively listen
* match the customer communication style
* no slang or simple sentences
* moderate the pace of the call to accomodate the customer
* let the customer know if u have difficulty understanding
* pause to consider what is being said in order to better understand
* ask for clarification throughout the call
* use email fax or handwriting to enforce understanding
* ask the customer to repeat his/her question
* use closed ended question to verify understanding
* paraphase the customer's question in ur own words to verify understanding
Language Barriers Issues
* agent misunderstanding the customer's problem
* misunderstanding the instructions from the analyst
* customer or angent becoming frustrated
* Poor customer satisfaction
* unintended insults
* miscommunication
* increased risk of esclation
Tools used for language assitance
* translation apps Web based or PC tools
* interpreter
obtaining Assitance is customer has ESL
* frustation levels are increasing
* little or no understanding between u and the customer
* words the customer is using do not seem logical
Promote the image of the SC
* delivering a consistent, quality greeting and closing
* keeping customer advised to the steps taken to reslove their incidents
* accurate information
* deliver consistent results with professionalism
* being aware of personal conduct outside of the work
* exhibiting professionalism and confidence
* taking ownership
policy
what is or not permitted within an organization
Important to adhere to organzizational policies
* encourage consitent behavior
* framework for the delivery of consistent service to customers
* protects the organization against legal liabilities
* protects organization adn customer proprietary information and other assets
purpose of organizational policies
* clear definitions of boundaries within which to work
* what is acceptable and unacceptable employee bhavior
* guidelines for dealing with inappropriate bhavior
* set customer expectations
responibilties of the support center
* cost effective
* training SC employees
* consistent support
* customer is treated with respect
* SC agent knows and understands the SLA
role of Support Center
* single point of contact for the customer
* quick , responsive and high quality service outlined in the SLA
* keep customer performing at the highest level possible
* align support goals with business goals
common measurments used in SC
* Average speed to answer
* Abandon rate
* Average Handle time
* Availabilty
* first contact resolution
* customer satifaction level
* hold time
* incidents by agent
* Mean time to resolve
* cost per incident
* incidents by priority
* incident by type