Developing Respectful Partnerships Through Customer Service (California)
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- 1.
When does customer service begin?
- A.
At the first point of contact with a family
- B.
At the time of removal
- C.
At the shelter hearing
- D.
At the time child(ren) are placed
Correct Answer
A. At the first point of contact with a family -
- 2.
Who are the customers in child welfare?
- A.
All choices are correct
- B.
Birth Families
- C.
Community Supporters
- D.
Caregivers
Correct Answer
A. All choices are correct -
- 3.
What does PRO stand for?
- A.
Process, Relationships, and Organization
- B.
Polite, Respectful, and Opinionated
- C.
Professional, Respectful, and Organized
- D.
Process, Relationships, and Overachiever
Correct Answer
A. Process, Relationships, and Organization -
- 4.
Which is not a guiding principle of customer service?
- A.
Kindness
- B.
Safety
- C.
Efficiency
- D.
Communication
Correct Answer
A. Kindness -
- 5.
What is the most important aspect of providing good customer service?
- A.
Treatment of people
- B.
Promptness
- C.
Efficiency
- D.
Organization
Correct Answer
A. Treatment of people -
- 6.
The single most valuable measurable when measuring an agency’s overall success is how supported their caregivers feel.
- A.
True
- B.
False
Correct Answer
A. True -
- 7.
Who in child welfare should be implementing a customer service model?
- A.
All choices are correct
- B.
Child Welfare Professionals
- C.
Foster parents
- D.
Judges
Correct Answer
A. All choices are correct -
- 8.
Who is the best source of recruitment for new foster parents and caregivers?
- A.
Satisfied foster parents and caregivers
- B.
Agency Staff
- C.
Social Media
- D.
Faith Based Organizations
Correct Answer
A. Satisfied foster parents and caregivers -
- 9.
Which of the following could potentially affect a customer’s perception of his/her interaction with you?
- A.
All choices are correct
- B.
Your Posture
- C.
Your Handshake
- D.
Your Tone
Correct Answer
A. All choices are correct -
- 10.
When a listener fully concentrates, understands, responds, and reaffirms what is being said, it is called
- A.
Active Listening
- B.
Responsive Listening
- C.
Empathetic Listening
- D.
Controlled Listening
Correct Answer
A. Active Listening -
Quiz Review Timeline +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
-
Current Version
-
May 15, 2020Quiz Edited by
ProProfs Editorial Team -
Apr 02, 2019Quiz Created by
Qpicalifornia
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