HSI YMCA BLS RESUSCITATION SKILLS
REVIEW QUESTIONS WITH COMPLETE
SOLUTION GUIDE
●● Identify ways to exhibit personal accountability
Answer: Adhere to organization policies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
●● Identify techniques to manage work life
Answer: Acknowledge those around you for their dedication
Be on time or early
Always approach manager with solutions, not problems
Identify ways to assist manager w/ new projects
Taking care of yourself (sleep, exercise, eat healthy)
Trust your manager
,●● How can you multitask in a support environment?
Answer: Prioritize and switch between tasks to organize work
●● Describe ethical behavior
Answer: Protect & enhance the image of the support center
Provide consistent service to all customers
Fulfill commitments
Take ownership & hold yourself accountable
Demonstrate honesty and integrity
Loyal to your team
●● Explain how to manage time effectively?
Answer: Plan in advance
Prioritize tasks
Be more efficient
Address most important tasks first
Estimate and plan how long non-routine tasks take
Create a to-do list
Say no when appropriate
●● Effective email communication includes:
Answer: Understand your audience
,Use a subject line & structure (opening, bullets, closing)
Use clear language
Proofread
Use plain text
Include the original message w/ replies
Use appropriate punctuation/avoid abbreviations
Use appropriate caps
●● How do you stay informed about trends/best practices?
Answer: Attend courses/seminars
Network at industry events
Subscribe to industry upblications
Join industry groups
Subscribe to/participate in discussion groups
●● Identify how an SCA can deliver consistent, quality customer
service?
Answer: Respond in a timely manner
Understand customer needs
Take ownership of incidents
Make commitments and meet or exceed them
Stay within established service levels
, Enhance customer relationship with support center/org
Promote the image of the support center
●● Explain techniques for cross-cultural communication
Answer: listen actively
match the customer's communication style
use standard language (no slang) & simple sentences
express difficulty understanding
encourage the customer to ask for clarification
ask to repeat the question
use closed-ended questions to verify understanding
●● Identify impact of language barriers
Answer: Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
●● What are some options for language assistance?
Answer: Translation apps/services
An interpreter
REVIEW QUESTIONS WITH COMPLETE
SOLUTION GUIDE
●● Identify ways to exhibit personal accountability
Answer: Adhere to organization policies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
●● Identify techniques to manage work life
Answer: Acknowledge those around you for their dedication
Be on time or early
Always approach manager with solutions, not problems
Identify ways to assist manager w/ new projects
Taking care of yourself (sleep, exercise, eat healthy)
Trust your manager
,●● How can you multitask in a support environment?
Answer: Prioritize and switch between tasks to organize work
●● Describe ethical behavior
Answer: Protect & enhance the image of the support center
Provide consistent service to all customers
Fulfill commitments
Take ownership & hold yourself accountable
Demonstrate honesty and integrity
Loyal to your team
●● Explain how to manage time effectively?
Answer: Plan in advance
Prioritize tasks
Be more efficient
Address most important tasks first
Estimate and plan how long non-routine tasks take
Create a to-do list
Say no when appropriate
●● Effective email communication includes:
Answer: Understand your audience
,Use a subject line & structure (opening, bullets, closing)
Use clear language
Proofread
Use plain text
Include the original message w/ replies
Use appropriate punctuation/avoid abbreviations
Use appropriate caps
●● How do you stay informed about trends/best practices?
Answer: Attend courses/seminars
Network at industry events
Subscribe to industry upblications
Join industry groups
Subscribe to/participate in discussion groups
●● Identify how an SCA can deliver consistent, quality customer
service?
Answer: Respond in a timely manner
Understand customer needs
Take ownership of incidents
Make commitments and meet or exceed them
Stay within established service levels
, Enhance customer relationship with support center/org
Promote the image of the support center
●● Explain techniques for cross-cultural communication
Answer: listen actively
match the customer's communication style
use standard language (no slang) & simple sentences
express difficulty understanding
encourage the customer to ask for clarification
ask to repeat the question
use closed-ended questions to verify understanding
●● Identify impact of language barriers
Answer: Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
●● What are some options for language assistance?
Answer: Translation apps/services
An interpreter
