World Class Customer Service For ResCare Workforce Services

2.

How can we take a proactive approach to Customer Service? (Check all that apply.)

By recognizing that customer service is part of everyone's job description.
By letting the customer set the tone.
By taking ownership for setting a positive tone in our centers.

Correct Answer(s)

A. By recognizing that customer service is part of everyone's job description.
A. By taking ownership for setting a positive tone in our centers.

Explanation

To take a proactive approach to customer service, it is important to recognize that customer service is part of everyone's job description. This means that all employees should understand the importance of providing excellent customer service and actively work towards meeting customer needs. Additionally, taking ownership for setting a positive tone in our centers is another way to be proactive in customer service. This involves creating a welcoming and positive environment for customers, which can help to enhance their overall experience and satisfaction.

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3.

True or False: Providing World Class Customer Servie can help you improve your efficiency and reduce stress on the job.

False
True

Correct Answer

A. True

Explanation

Providing world-class customer service can indeed help improve efficiency and reduce stress on the job. When customers are satisfied with the service they receive, they are more likely to be loyal and continue doing business with the company. This leads to increased productivity and efficiency as employees spend less time dealing with complaints or resolving issues. Additionally, positive interactions with customers can also boost employee morale and reduce stress levels, creating a more positive work environment. Therefore, the statement "Providing World Class Customer Service can help you improve your efficiency and reduce stress on the job" is true.

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4.

We serve 4 types of customers. They are Primary, Secondary, Internal, and ______________.

Outside
Fundamental
External
Tertiary

Correct Answer

A. External

Explanation

The given question asks for the fourth type of customer served, apart from Primary, Secondary, and Internal. The correct answer is "External" because it is the most logical choice to complete the sequence. External customers refer to individuals or organizations that are not directly affiliated with the company but still interact with it, such as suppliers, distributors, or end-users.

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5.

What are the "Three A's" that we focus on to create a positive image in the customer's mind?

Appearance, Appropriateness, and Appealing
Appearance, Actions and Accountability
Appearance, Attitude, and Actions
Attitude, Accountability, and Access

Correct Answer

A. Appearance, Attitude, and Actions

Explanation

The "Three A's" that we focus on to create a positive image in the customer's mind are appearance, attitude, and actions. Appearance refers to how we present ourselves physically and professionally. Attitude refers to our mindset and how we approach interactions with customers. Actions refer to the behaviors and actions we take to meet customer needs and provide excellent service. By focusing on these three aspects, we can create a positive impression in the customer's mind and build strong relationships with them.

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6.

Customers have two types of needs. What are they? (Choose one answer.)

Pervasive and Emotional
Practical and Emotional
Practical and Urgent

Correct Answer

A. Practical and Emotional

Explanation

Customers have two types of needs: practical and emotional. Practical needs refer to the functional aspects of a product or service, such as its features, performance, and price. These needs are based on the customer's rational decision-making process and their desire to fulfill specific requirements or solve a problem. On the other hand, emotional needs are related to the customer's feelings, desires, and aspirations. These needs are driven by the customer's desire for self-expression, social status, or emotional satisfaction. Understanding and addressing both practical and emotional needs is crucial for businesses to effectively meet customer expectations and build strong customer relationships.

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7.

Which are examples of Practical Needs? (Check all that apply.)

Getting information
Getting everything you ask for
Obtaining a service
Having a question answered or a problem solved

Correct Answer(s)

A. Getting information
A. Obtaining a service
A. Having a question answered or a problem solved

Explanation

Practical needs refer to the basic requirements or desires that individuals have in order to fulfill a specific purpose or achieve a particular outcome. In this context, getting information is considered a practical need as it helps individuals gather knowledge or data to make informed decisions or solve problems. Obtaining a service is also a practical need as it involves acquiring assistance or support from others to meet specific goals or requirements. Having a question answered or a problem solved is another example of a practical need as it involves seeking solutions or resolutions to address uncertainties or difficulties.

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8.

Which are examples of Emotional Needs? (Check all that apply.)

Feeling respected and important.
Feeling valued and special.
Being heard and understood.
Being involved in decisions that affect them and their family.

Correct Answer(s)

A. Feeling respected and important.
A. Feeling valued and special.
A. Being heard and understood.
A. Being involved in decisions that affect them and their family.

Explanation

The examples provided in the answer choices all pertain to emotional needs. Feeling respected and important, feeling valued and special, being heard and understood, and being involved in decisions that affect them and their family are all examples of emotional needs. These needs reflect the desire for validation, recognition, and inclusion, which are essential for emotional well-being.

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9.

What is the "10 Foot Rule"?

Give customers 10 feet of space when they are angry.
Greet any customer that comes within 10 feet of you.
Make sure customers walk 10 feet in front of you.

Correct Answer

A. Greet any customer that comes within 10 feet of you.

Explanation

The "10 Foot Rule" refers to the practice of greeting any customer that comes within 10 feet of you. This means that as a customer service representative, you should acknowledge and greet customers as soon as they are within a certain proximity to you. This helps to create a welcoming and friendly atmosphere, making customers feel valued and attended to. By implementing the 10 Foot Rule, businesses aim to enhance customer satisfaction and improve the overall customer experience.

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10.

Finish this phrase...."Promise low, deliver ______." (Choose one answer.)

Quickly
Adequately
Mediocrity
High

Correct Answer

A. High

Explanation

The phrase "Promise low, deliver high" means that one should make modest or conservative promises but exceed expectations by delivering exceptional results. This approach is often used to build trust and maintain positive relationships with others. By exceeding expectations, individuals or businesses can demonstrate their competence, reliability, and commitment to excellence.

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World Class Customer Service For Rescare Workforce Services

What are 3 characteristics of World Class Customer Service? (Choose all that apply.)

Quiz Preview

How can we take a proactive approach to Customer Service? (Check all that apply.)

True or False: Providing World Class Customer Servie can help you improve your efficiency and reduce stress on the job.

We serve 4 types of customers. They are Primary, Secondary, Internal, and ______________.

What are the "Three A's" that we focus on to create a positive image in the customer's mind?

Customers have two types of needs. What are they? (Choose one answer.)

Which are examples of Practical Needs? (Check all that apply.)

Which are examples of Emotional Needs? (Check all that apply.)

What is the "10 Foot Rule"?

Finish this phrase...."Promise low, deliver ______." (Choose one answer.)