Ultimate Trivia Quiz On AODA Customer Service Training!
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Ultimate Trivia Quiz on AODA Customer Service Training! There are a lot of people living with disabilities, and there are some things that a customer service agent will be expected to clarify some facts to them. The quiz below will help you review what you learned from the training you have undergone. Do give it a shot and see what you may have forgotten.
- 1.Which of the following is NOT a disability?
- A.
Dyslexia
- B.
Speaking a foreign language
- C.
Multiple Sclerosis
- D.
Arthritis
- 2.If you receive a complaint from a customer regarding AODA, what should you do?
- A.
Nothing, It is the customers’ responsibility to get in touch with the right person.
- B.
Tell the customer you can forward the complaint to the Chief Operating Officer and record their contact information.
- C.
Encourage the customer to email, call or write to the Chief Operating Officer.
- D.
Tell them to forward the complaint to the Accessibility Directorate of Ontario.
- 3.Which of the following should you NOT do when serving a customer with a disability?
- A.
Speak directly to your customer, not to their support person or companion.
- B.
Grab the arm of your customer with vision loss and pull them to where they have to go.
- C.
If your customer uses a hearing aid, reduce background noise or move to a quieter area.
- D.
Ask your customer to repeat information if you didn’t understand the first time.
- 4.A barrier is anything that keeps someone with a disability from fully participating in all aspects of society due to their disability. The following is NOT an example of a barrier:
- A.
Attitude
- B.
Systemic
- C.
Structural
- D.
Policy
- 5.The term “disability” only applies to people who use wheelchairs.
- A.
True
- B.
False
- 6.Avoiding someone because of their disability is a barrier in attitude.
- A.
True
- B.
False
- 7.You should not ask your customer to repeat themselves if you do not understand them the first time because it might offend them.
- A.
True
- B.
False
- 8.You can always tell when someone has a disability.
- A.
True
- B.
False
- 9.When must notice be given that there is a service disruption?
- A.
When the power goes out in the building.
- B.
When there is a strike by employees.
- C.
When the office is closed for renovations.
- D.
When the owner is on vacation.
- 10.The AODA customer service standard is a voluntary standard. Your business can decide whether or not to put it into practice.
- A.
True
- B.
False
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