Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
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 |