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25 Cards in this Set
- Front
- Back
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Identify the characteristics of an effective leader
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* 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 |
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Personal Accountability
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* 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 |
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Ethical Behavior in a Support Center
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* 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 |
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Multitask in a support environment
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* 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 |
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Manage the use of ur time efficiently
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* 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 |
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Effective use of email
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* 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 |
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List Ideas for staying informed
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* attending courses and seminars
* network with others * subscribe to industry related publications * Joining industry related groups * subscribe to or participate in online discussion groups |
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SCA can deliver consistent, quality customer service
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* 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 |
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Responsibilties of the SCA
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* 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 |
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Techniques for cross- cultural communication
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* 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 |
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Language Barriers Issues
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* 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 |
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Tools used for language assitance
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* translation apps Web based or PC tools
* interpreter |
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obtaining Assitance is customer has ESL
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* frustation levels are increasing
* little or no understanding between u and the customer * words the customer is using do not seem logical |
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Promote the image of the SC
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* 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 |
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Techniques for cross- cultural communication
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* 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 |
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Language Barriers Issues
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* 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 |
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Tools used for language assitance
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* translation apps Web based or PC tools
* interpreter |
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obtaining Assitance is customer has ESL
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* frustation levels are increasing
* little or no understanding between u and the customer * words the customer is using do not seem logical |
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Promote the image of the SC
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* 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 |
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policy
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what is or not permitted within an organization
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Important to adhere to organzizational policies
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* 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 |
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purpose of organizational policies
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* clear definitions of boundaries within which to work
* what is acceptable and unacceptable employee bhavior * guidelines for dealing with inappropriate bhavior * set customer expectations |
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responibilties of the support center
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* cost effective
* training SC employees * consistent support * customer is treated with respect * SC agent knows and understands the SLA |
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role of Support Center
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* 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 |
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common measurments used in SC
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* 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 |
