Leadership Flashcards
1.1
Identify the characteristics of an effective leader 1.1.1
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
Identify ways to exhibit personal accountability. 1.1.2
Ways tp 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 produces
Representing the organization positively outside the regular work environment
Identify success factors to best manage your work life. 1.1.2
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
Identify success factors to best manage your work life. 1.1.3
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
Business Ethics 1.2
Define ethics in business 1.2.1
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.
Describe ethical behavior in a support center 1.2.2
An ethical support center environment is characterized by analysts 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
Describe how an analyst should be ethical 1.2.3
An analyst should be ethical by:
Complying with the company cade 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.
Role of the support center analyst 1.3
Describe the role of a support center analyst in the organization. 1.3.1
A frontline support center analyst assumes three main roles:
An expect - a person with a high degree of business and/or technical knowledge, skill, 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.
Identify the top skills most commonly required of a support professional. 1.3.2
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
Describe the primary responsibilities of a support center analyst in the support organization. 1.3.3
The responsibilities of a support center analyst include:
Providing high quality customer care on every interaction
Receiving and resolving the initial customer request or incident
Adhering to policy and standard operation procedures
Maintaining product knowledge on new and existing products and services
Educating the customer and enhancing the customer and enhancing the customer experience
Reusing, improving, and creating knowledge
providing accurate information and solutions to customers
Staying informed about the changing needs of the business
Identify how a support center analyst can deliver consistent, quality customer service 1.3.4
A support center analyst delivers consistent, quality customer service by:
Responding to customer issues in a timely manner
Understanding and documenting customer needs
Taking ownership of customer incidents
Making specific commitments, then consistently meeting or exceeding those commitments, while remaining faithful to organizational policies
Explain how a support center analyst demonstrates value to the organization 1.3.5
A support center analyst demonstrates value to the organization by:
Performing their role in a consistent quality manner, thus helping the business to achieve its vision and mission
Keeping their customers informed, thus promoting the service offerings to meet the needs of the customers
Promoting and educating customers on the services that are available, thus increasing the utilization of those services
Managing customer expectations and following up, thus increasing visibility to the services and support center which may result in an increase in customer satisfaction and leads to customer loyalty
Personal Success Factors – Emotional intelligence 1.4
Define Emotional Intelligence (EI) 1.4.1
Emotional Intelligence (EI) is:
The ability to recognize and know “in the moment” what emotions you are feeling and what they mean
Managing one’s emotions so that they do not overwhelm the situation and one’s thinking capability
Being able to correctly recognize the emotions that others are feeling
Helping manage other’s emotions in order to ensure that those emotions do not overwhelm the situations and their ability to think clearly
The ability to create sincere and authentic relationships that produce value and productivity
Explain why Emotional Intelligence is important to the role of a support center analyst 1.4.2
Emotional Intelligence is important to the role of a support center analyst because:
It is important to understand a customer’s emotional need as well as their business need
It makes one more aware of their own reactions and how it impacts the quality of the relationship between them and customers, peers and management
It is important to understand how people work and become skilled in creating relationships
List the three major components of Emotional Intelligence 1.4.3
The three major components of Emotional Intelligence are:
Self-Awareness
Emotional Management
Emotional Connection
