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Assignment 1: 31 - 38
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Navy Customer Service Manual
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Assignment 1: 48 - 55
1-39. A customer came to you for advice but left disappointed. Which of the  following  circumstances  would NOT have caused this situation? 1. The  customer  felt  rushed 2. You  used  unfamiliar  terms 3. The  customer  explained  the problem  in  great  detail 4. Other  problems  were  bothering the  customer 1-40. Which  of  the  following  personal characteristics  interfere  with effective   communication? 1. Cultural  differences 2. Physical  problems 3. Speech  habits 4. Each of the above 1-41. Which  of  the  following  speech habits  would  increase understanding? 1. Profanity 2. Exaggerated   accent 3. Speaking  very  slowly 4. Slurred   pronunciation 1–42. What is the purpose of manning the contact  point? 1. To provide a friendly atmosphere 2. To provide a service 3. To provide an atmosphere to put the customer at ease 4. To provide a dynamic environment  for  training 1-43. Disagreeing  with  a  customer  about official  Navy  policy  could  result in which of the following customer reactions? 1-44. Routines  or  procedures  provide which of the following benefits? 1. They  help  identify  problems 2. They  increase  customer satisfaction 3. They enable us to do jobs faster 4. They  improve  the  customer’s self–esteem 1-45. Which  of  the  following  factors causes apathy on the job? 1. The job has a defined purpose 2. The job is demanding 3. The  job  leads  to  challenging responsibility 4. The  job  lacks  opportunity  for advancement 1-46. Which  of  the  following  methods should be used to speed up service and  reduce  the  customer’s  waiting time? 1. Limited  services 2. Written  customer  requests 3. Appointments 4. Walk–ins 1-47. The contact point is governed by volumes  of  regulations,  manuals, and directives. Since  you  cannot memorize  their  contents,  you  should concentrate  on  learning  what information? 1. The  proper  references  in  which to find answers 2. The answers to all routine questions 3. The contents of your most important  reference 4. The  contents  of  all  important reference  material 1. Anger 2. Resentment  and  frustration 3. Loss of respect 4. Relief 5

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