Property Support August Eom Quiz

1. __________ is making yourself responsible or accountable for resolving the customer's issue.

Ownership refers to the act of taking responsibility or being accountable for resolving a customer's issue. It involves taking ownership of the problem and ensuring that it is resolved effectively and efficiently. By assuming ownership, a person demonstrates their commitment to addressing the customer's concern and ensuring their satisfaction. Taking ownership is an important aspect of providing excellent customer service and building trust and loyalty with customers.

Explanation

Ownership refers to the act of taking responsibility or being accountable for resolving a customer's issue. It involves taking ownership of the problem and ensuring that it is resolved effectively and efficiently. By assuming ownership, a person demonstrates their commitment to addressing the customer's concern and ensuring their satisfaction. Taking ownership is an important aspect of providing excellent customer service and building trust and loyalty with customers.

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2. Setting _______is about giving customers a heads up on: - What you are about to do - What is the likely outcome of that action - What is expected of them - The timeframes within which all these will happen

Setting expectations is about giving customers a heads up on what you are about to do, what is the likely outcome of that action, what is expected of them, and the timeframes within which all these will happen. By clearly communicating expectations, businesses can ensure that customers have a clear understanding of what to expect, reducing misunderstandings and improving overall customer satisfaction.

Explanation

Setting expectations is about giving customers a heads up on what you are about to do, what is the likely outcome of that action, what is expected of them, and the timeframes within which all these will happen. By clearly communicating expectations, businesses can ensure that customers have a clear understanding of what to expect, reducing misunderstandings and improving overall customer satisfaction.

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3. _________ is defined as "the ability to understand how others feel by being able to relate and imagine what it's like to be them."

Sympathy

Empathy

Empathy is the correct answer because it refers to the ability to understand and share the feelings of others. It involves being able to put oneself in someone else's shoes and imagine what it would be like to experience their emotions. Sympathy, on the other hand, refers to feeling pity or compassion for someone else's suffering without necessarily fully understanding or sharing their feelings. Therefore, empathy is the more accurate term to describe the ability to understand how others feel by relating and imagining their experiences.

Explanation

Empathy is the correct answer because it refers to the ability to understand and share the feelings of others. It involves being able to put oneself in someone else's shoes and imagine what it would be like to experience their emotions. Sympathy, on the other hand, refers to feeling pity or compassion for someone else's suffering without necessarily fully understanding or sharing their feelings. Therefore, empathy is the more accurate term to describe the ability to understand how others feel by relating and imagining their experiences.

4. It is always best to be transparent to your customer as this manifests confidence and subject matter expertise.

True

False

Transparency is providing the customer an account of what you are doing and why you are doing it. Do this especially if it is taking you longer than expected to give or get the information or resource needed to address the customer’s issue.

Explanation

Transparency is providing the customer an account of what you are doing and why you are doing it. Do this especially if it is taking you longer than expected to give or get the information or resource needed to address the customer’s issue.

5. We can always deliver a bad news to the customers / callers in a positive language.

True

False

It is true, as long as you will follow the following,
• Emphasize what something IS rather that what it is not.
• Emphasize ACTION rather than apology or explanation.
• Emphasize CAN be done rather than what cannot.
• Sandwich the bad news in between good news.

Explanation

It is true, as long as you will follow the following,
• Emphasize what something IS rather that what it is not.
• Emphasize ACTION rather than apology or explanation.
• Emphasize CAN be done rather than what cannot.
• Sandwich the bad news in between good news.

6. For us to be a good / effective listener, we need to follow these strategies:

Review, Relate, Anticipate

Review, Rewrite, Assume

To be a good or effective listener, it is important to review the information being presented to us, so that we have a clear understanding of it. Relating to the speaker or the topic helps us to connect and empathize, making the listening experience more meaningful. Anticipating refers to actively predicting or guessing what the speaker might say next, which helps us stay engaged and focused on the conversation. By following these strategies of reviewing, relating, and anticipating, we can enhance our listening skills and become better listeners.

Explanation

To be a good or effective listener, it is important to review the information being presented to us, so that we have a clear understanding of it. Relating to the speaker or the topic helps us to connect and empathize, making the listening experience more meaningful. Anticipating refers to actively predicting or guessing what the speaker might say next, which helps us stay engaged and focused on the conversation. By following these strategies of reviewing, relating, and anticipating, we can enhance our listening skills and become better listeners.

7. Another requirement for us to deliver an excellent service, we need to have _______

Effective Listening

Active Listening

In order for a company to provide excellent service, it is essential to have effective listening skills. This means actively paying attention to the customer, understanding their needs and concerns, and responding appropriately. Effective listening allows the company to gather important information, address customer issues effectively, and ultimately provide a satisfactory experience. Active listening, on the other hand, refers to the act of fully focusing on and engaging with the customer during a conversation. Both effective and active listening are crucial for delivering exceptional service.

Explanation

In order for a company to provide excellent service, it is essential to have effective listening skills. This means actively paying attention to the customer, understanding their needs and concerns, and responding appropriately. Effective listening allows the company to gather important information, address customer issues effectively, and ultimately provide a satisfactory experience. Active listening, on the other hand, refers to the act of fully focusing on and engaging with the customer during a conversation. Both effective and active listening are crucial for delivering exceptional service.

8. For us to deliver excellent service, we need to have ________

Proper Voice Tone

Positive Tone of Voice

To deliver excellent service, having a proper voice tone is essential. The way we speak and the tone we use can greatly impact how our message is received by others. A proper voice tone conveys professionalism, clarity, and respect, which are all important aspects of providing excellent service. It helps to create a positive and engaging interaction with customers, making them feel valued and understood. A proper voice tone also ensures effective communication and helps to build trust and rapport with customers.

Explanation

To deliver excellent service, having a proper voice tone is essential. The way we speak and the tone we use can greatly impact how our message is received by others. A proper voice tone conveys professionalism, clarity, and respect, which are all important aspects of providing excellent service. It helps to create a positive and engaging interaction with customers, making them feel valued and understood. A proper voice tone also ensures effective communication and helps to build trust and rapport with customers.

9. What is the title of our August refresher training?

Legendary Service

Excellent Service

Customer Service

The title of our August refresher training is "Excellent Service".

Explanation

The title of our August refresher training is "Excellent Service".

10. Base from Industry Figures; Our Cusomters can hear how many percent of our non verbal signals?

5%

10%

15%

20%

Based on industry figures, our customers can hear only 5% of our non-verbal signals. This suggests that the majority of our communication is conveyed through verbal means rather than non-verbal cues. Non-verbal signals include body language, facial expressions, and gestures, which are often subtle and can be easily missed or misinterpreted. Therefore, it is important to pay attention to both verbal and non-verbal communication to ensure effective and accurate understanding between customers and ourselves.

Explanation

Based on industry figures, our customers can hear only 5% of our non-verbal signals. This suggests that the majority of our communication is conveyed through verbal means rather than non-verbal cues. Non-verbal signals include body language, facial expressions, and gestures, which are often subtle and can be easily missed or misinterpreted. Therefore, it is important to pay attention to both verbal and non-verbal communication to ensure effective and accurate understanding between customers and ourselves.