World Class Customer Service For Rescare Workforce Services

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Quizzes Created: 17 | Total Attempts: 16,957
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  • 1/10 Questions

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

    • Outside
    • Fundamental
    • External
    • Tertiary
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About This Quiz


In the past few days you have undergone extensive webEx training on “World class customer service". Do you believe that you understood all we covered and you are better placed to get the job of your dreams? Take up this quiz and refresh your memory on what we covered. All the best!

World Class Customer Service For Rescare Workforce Services - Quiz

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  • 2. 

    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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  • 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. 

    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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  • 5. 

    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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  • 6. 

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

    • Seamless

    • Complicated

    • Proactive

    • Individualized

    • Sufficient

    Correct Answer(s)
    A. Seamless
    A. Proactive
    A. Individualized
    Explanation
    World Class Customer Service should be seamless, meaning that the customer's experience should be smooth and without any interruptions or difficulties. It should also be proactive, meaning that the service provider should anticipate the customer's needs and take action before any issues arise. Lastly, it should be individualized, meaning that the service should be tailored to each customer's specific needs and preferences.

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  • 7. 

    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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  • 8. 

    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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  • 9. 

    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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  • 10. 

    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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Quiz Review Timeline (Updated): Mar 21, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 12, 2009
    Quiz Created by
    Dtemple
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