Mandatory for all DDS staff. Must receive 80% or better to receive credit.
Empathy
Communication
Reliability
Body Language
Empathy
Communication
Reliability
Body Language
Empathy
Communication
Reliability
Body Language
Empathy
Communication
Reliability
Body Language
"I can"
"You need to..."
"That's just the way it's done"
Not taking responsibility for a customer's problem
Blaming someone else for a customer's problem, and referring the customer to your supervisor
Making promises to calm a customer down, whether or not you will be able to follow through on the promise
Following up with a customer to make sure his or her problem was corrected
Prefer to talk about yourself
Care about his or her concerns
Consider his or her problem unimportant
Have your own problems to deal with
Are paying attention
Are busy with other matters
Have other customers to deal with
Are not responsible for his or her problems
True
False
True
False
True
False
True
False