World Class Customer Service For Rescare Workforce Services
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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!
- 1.What are 3 characteristics of World Class Customer Service? (Choose all that apply.)
- A.
Seamless
- B.
Complicated
- C.
Proactive
- D.
Individualized
- E.
Sufficient
- 2.How can we take a proactive approach to Customer Service? (Check all that apply.)
- A.
By recognizing that customer service is part of everyone's job description.
- B.
By letting the customer set the tone.
- C.
By taking ownership for setting a positive tone in our centers.
- D.
- 3.True or False: Providing World Class Customer Servie can help you improve your efficiency and reduce stress on the job.
- A.
False
- B.
True
- 4.We serve 4 types of customers. They are Primary, Secondary, Internal, and ______________.
- A.
Outside
- B.
Fundamental
- C.
External
- D.
Tertiary
- 5.What are the "Three A's" that we focus on to create a positive image in the customer's mind?
- A.
Appearance, Appropriateness, and Appealing
- B.
Appearance, Actions and Accountability
- C.
Appearance, Attitude, and Actions
- D.
Attitude, Accountability, and Access
- 6.Customers have two types of needs. What are they? (Choose one answer.)
- A.
Pervasive and Emotional
- B.
Practical and Emotional
- C.
Practical and Urgent
- 7.Which are examples of Practical Needs? (Check all that apply.)
- A.
Getting information
- B.
Getting everything you ask for
- C.
Obtaining a service
- D.
Having a question answered or a problem solved
- 8.Which are examples of Emotional Needs? (Check all that apply.)
- A.
Feeling respected and important.
- B.
Feeling valued and special.
- C.
Being heard and understood.
- D.
Being involved in decisions that affect them and their family.
- 9.What is the "10 Foot Rule"?
- A.
Give customers 10 feet of space when they are angry.
- B.
Greet any customer that comes within 10 feet of you.
- C.
Make sure customers walk 10 feet in front of you.
- 10.Finish this phrase...."Promise low, deliver ______." (Choose one answer.)
- A.
Quickly
- B.
Adequately
- C.
Mediocrity
- D.
High
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