What they could ask and what they want

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Questions and Answers

According to the content, which of the following is NOT explicitly mentioned as a value important for Accountable?

  • Resilience
  • Empathy
  • Integrity
  • Efficiency (correct)

The content provides an example of how the author improved a process by identifying a common customer support issue and suggesting a practical solution.

True (A)

What is the STAR method and how can it be used to answer behavioral questions?

The STAR method stands for Situation, Task, Action, Result. It's a structured approach to answering behavioral questions by providing a clear narrative of a relevant experience. It helps highlight the situation, the task at hand, the actions taken, and the outcomes achieved.

When handling vulnerable customers, it's important to demonstrate ______, ______, and ______ to ensure they receive appropriate support.

<p>empathy, risk awareness, compassion</p> Signup and view all the answers

Match the following attributes to the corresponding value they represent in the context of Accountable:

<p>Empathy = Tailoring support to individual needs Risk awareness = Identifying and escalating vulnerabilities Compassion = Going the extra mile without judgment Initiative = Suggesting practical improvements</p> Signup and view all the answers

Which of the following is NOT a key trait NCHA looks for in candidates?

<p>Proactive (A)</p> Signup and view all the answers

A candidate's ability to handle a complex customer issue is a relevant indicator of their problem-solving skills.

<p>True (A)</p> Signup and view all the answers

Describe a situation where you had to adapt to a sudden change at work. How did you handle it?

<p>In my previous role as a customer service representative, we had to shift to a fully remote model due to an unforeseen pandemic. I quickly adapted by investing in technology and communication tools. I ensured I understood the new protocols and processes and proactively communicated any potential challenges to my team. I managed to maintain a high level of service throughout the transition, demonstrating my adaptability and resilience.</p> Signup and view all the answers

Demonstrating ______ in your work involves acknowledging mistakes and owning the outcomes of your actions.

<p>accountability</p> Signup and view all the answers

During an interview about your teamwork experience, which of the following would be a good example to highlight?

<p>Working with a cross-functional team to resolve a customer complaint (A)</p> Signup and view all the answers

Match the NCHA CLEAR values to their descriptions:

<p>Caring = Treating customers and colleagues with respect and empathy Resilient = Adapting to challenges and maintaining a positive attitude Accountable = Taking responsibility for actions and outcomes Leading = Inspiring and motivating others to achieve common goals Engaged = Actively participating and contributing to team efforts Empowering = Providing opportunities for growth and development</p> Signup and view all the answers

How do you ensure smooth communication with colleagues and contractors in a hybrid work environment?

<p>In a hybrid environment, clear and consistent communication is crucial. I utilize a combination of tools like video conferencing, shared calendars, and task management applications to stay connected with colleagues and contractors. I make sure to schedule regular team meetings and proactively communicate updates on projects. I prioritize clear and concise messaging, ensuring everyone is on the same page with tasks and deadlines.</p> Signup and view all the answers

Building strong relationships with colleagues and contractors is unnecessary in a customer service role.

<p>False (B)</p> Signup and view all the answers

Flashcards

Empathy in Support

Understanding and addressing individual needs of vulnerable customers.

Risk Awareness

Identifying and escalating issues like financial hardship in customers.

Process Improvement

Identifying inefficiencies and suggesting practical enhancements in service processes.

STAR Method

A structured approach for answering behavioral interview questions: Situation, Task, Action, Result.

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CLEAR Values

Principles like Caring, Resilient that guide responses to align with company expectations.

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Problem-Solving

Identifying issues and providing effective solutions.

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Empathy

Understanding and sharing the feelings of others.

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First-Contact Resolution

Resolving customer issues on the first interaction.

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Conflict Resolution

Calmly de-escalating tense situations to find solutions.

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Collaboration

Working together with others to achieve a common goal.

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Time Management

Balancing tasks, deadlines, and priorities efficiently.

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Resilience

Staying productive under pressure or change.

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NCHA’s CLEAR Values

Core principles: Caring, Listening, Empathy, Accountability, Resilience.

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Study Notes

Behavioral/Customer Service Questions

  • Problem-solving: Demonstrate diagnosing issues and delivering solutions.
  • Empathy: Show understanding and care for customer situations.
  • First-contact resolution: Resolve issues quickly to minimize complaints.
  • Conflict resolution: Calmly de-escalate tense situations.
  • STAR method: Use Situation, Task, Action, Result to structure answers.
  • Example: A tenant's safety concerns due to delayed repairs were addressed by listening empathetically, escalating to maintenance, arranging temporary fixes, daily updates. Repairs were completed early, and the tenant expressed gratitude.

Teamwork & Collaboration

  • Collaboration: Work effectively with teams like maintenance and billing.
  • Communication: Maintain clear communication and knowledge sharing.
  • Initiative: Take ownership in coordinating efforts.
  • Example: A repair issue for a vulnerable customer was expedited by partnering with maintenance, clearly detailing urgency, and following up hourly until resolution.

Adaptability & Hybrid Working

  • Time management: Balance KPIs, deadlines, and customer needs.
  • Tech proficiency: Utilize tools for remote organization.
  • Resilience: Maintain productivity through pressure and change.
  • Example: Digital calendars and task apps were used for prioritizing cases in a hybrid work environment. Office relocation adjustments were made with proactive communication to customers.

Alignment with NCHA's CLEAR Values

  • CARING: Prioritize customer well-being.
  • RESILIENT: Handle challenges positively.
  • ACCOUNTABLE: Take ownership of mistakes and outcomes.
  • Example: Align with Caring by listening to vulnerable customers' needs and showing accountability by flagging a logging error, correcting it, and updating the process to prevent future issues.

Handling Vulnerable Customers

  • Empathy: Tailor support to individual customer needs.
  • Risk awareness: Identify and escalate vulnerabilities (financial hardship, etc.).
  • Compassion: Go the extra mile without judgment.
  • Example: A customer facing homelessness needed urgent repairs. The case was fast-tracked, linking them with housing support, and weekly follow-ups ensured the customer's stability.

Process Improvement

  • Problem-solving: Recognize inefficiencies in processes.
  • Initiative: Suggest practical process improvements.
  • Attention to detail: Reduce errors and redundancies.
  • Example: A frequently asked, simple repair issue response was addressed by adding a step-by-step guide to the knowledge base, reducing support calls by 30%.
  • Value for money: Ensure work adds tangible value to the cost.

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