Supervisor Module 2 - Customer & Employee Focus For Rescare Workforce Services
To be completed after participating in the Supervisor Module 2 WebEx session.
- 1.What are some things a supervisor can do to make customer service a top priority? (Check all that apply.)
- A.
Define customer service standards and goals.
- B.
Include customer service goals in MVP's.
- C.
Strive for continuous improvement.
- D.
Recognize employees who provide "World Class" customer service.
- 2.Supervisors should role model the "Three A's" to create a positive customer service image. The "Three A's" are appearance, attitude, and ________.
- A.
Accountability
- B.
Activity
- C.
Actions
- 3.When providing feedback about customer service performance, use ________________ language, as opposed to evaluative language. This ensures that our feedback is objective, specific, and does not include interpretation or judgment.
- A.
Aggressive
- B.
Descriptive
- C.
Passive
- D.
formal
- 4.What are the three stages of Employee Development? (Choose one.)
- A.
Orientation, Development, Accountability
- B.
Orientation, Discovery, Accountability
- C.
Orientation, Development, Empowerment
- D.
Expectations, Development, Empowerment
- 5.What are some characteristics of employees who are in the Development Stage? (Check all that apply.)
- A.
Has completed orientation
- B.
Assumes minimal or no responsibility
- C.
Needs a lot of your attention
- D.
Becomes more independent
- E.
Understands expectations and standards
- 6.What type of support should a manager provide for an employee who is in the Empowerment Stage? (Check all that apply.)
- A.
Recognize that the employee no longer needs performance evaluations.
- B.
Monitor the employee very closely.
- C.
Focus on guidance and direction with limited input from the employee.
- D.
Create opportunities for career development.
- 7.True or False: During the Orientation Stage, supervisors should invest time in up-front training that is tailored to the employee's new position and establish clear expectations for the employee.
- A.
True
- B.
False
- 8.What is the supervisor's role in Employee Career Development? (Check all that apply.)
- A.
Get to know your employees and their goals.
- B.
Decide the best career path for the employee based on your observations alone.
- C.
Help identify strengths and areas for growth.
- D.
Keep employees informed of open positions that fit with their career goals.
- 9.What are some characteristics of an effective employee recognition program? (Check all that apply.)
- A.
The program should reflect the company's values.
- B.
The program can be sporatic and should apply only to certain employees.
- C.
The recognition should be provided only at the end of the year.
- D.
The program should use both formal and informal rewards.
- E.
- 10.True or False: An effective employee recognition program can reinforce behaviors that are valued in your operation and help employees see their contributions.
- A.
True
- B.
False
Questions: 10 | Attempts: 3507 | Last updated: May 28, 2019
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