Supervisor Module 2 - Customer & Employee Focus For Rescare Workforce Services

10 Questions | By Dtemple | Updated: Mar 17, 2022 | Attempts: 348

Questions

Settings

Create your own Quiz

Supervisor Module 2 - Customer & Employee Focus For Rescare Workforce Services - Quiz

To be completed after participating in the Supervisor Module 2 WebEx session.

Questions and Answers

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