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

10 Questions | Total Attempts: 340

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

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