Competency #8 Customer Service Skills

18 Questions

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Competency Quizzes & Trivia

Questions and Answers
  • 1. 
    Effective problem solving is highly regarded ability in CSRs
    • A. 

      True

    • B. 

      False

  • 2. 
    When complaints are passed on to the next level of the organization, the price of services atays the same
    • A. 

      True

    • B. 

      False

  • 3. 
    It is not necessary  for all companies to deliver as qucikly as possible on all promises they make to customers
    • A. 

      True

    • B. 

      False

  • 4. 
    Time management is self-managment
    • A. 

      True

    • B. 

      False

  • 5. 
    Good time managers don't plan ahead, they just take on a task and get it done with little or no planning time involved
    • A. 

      True

    • B. 

      False

  • 6. 
    The VPIC (visualize, plan ahead , implement, and close) process is used to break a project into smaller pieces.
    • A. 

      True

    • B. 

      False

  • 7. 
    One reason people get themselves into time-management trouble is they cannot say no when others ask them for help.
    • A. 

      True

    • B. 

      False

  • 8. 
    Organizational skills provide structure and reduce daily stress levels.
    • A. 

      True

    • B. 

      False

  • 9. 
    Two activities that organized people tend to do as a matter of routine are to prepare a monthly schedule and organize their work area
    • A. 

      True

    • B. 

      False

  • 10. 
    One way to get organized is to use your computer  or PDA as an electronic assistant
    • A. 

      True

    • B. 

      False

  • 11. 
    Not everyone has stress in their life
    • A. 

      True

    • B. 

      False

  • 12. 
    All stress is bad
    • A. 

      True

    • B. 

      False

  • 13. 
    An estimated 1 million U.S. employees are absent from work each day  due to stress-related complaints
    • A. 

      True

    • B. 

      False

  • 14. 
    In many organizations, stress results in worker burnout and negative office chatter
    • A. 

      True

    • B. 

      False

  • 15. 
    To gaurd against burnout, don't take work too personally.
    • A. 

      True

    • B. 

      False

  • 16. 
    It's recomended that you take problems home with you so you can get a step ahead the next day
    • A. 

      True

    • B. 

      False

  • 17. 
    Negative office chatter is fun and presents no problems for most employees
    • A. 

      True

    • B. 

      False

  • 18. 
    CSRs who manage stress well make time for relaxation activites and humor each day
    • A. 

      True

    • B. 

      False