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Assignment 1-Continued - 14214_402
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Personnelman 3 & 2 - Military manual for government personnel administration
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Assignment 1-Continued - 14214_404
1-36. What, if anything, should you do if you find a person in your command doing something that is inappropriate? 1. Discuss it with your friends 2. Publish it in the POD 3. Report  it  immediately 4. Nothing 1-37. What person can change your attitude? 1. Yourself 2. The CO 3. The  personnel  officer 4. Your  supervisor 1-38. Which  of  the  following  actions will allow you to develop a positive  attitude? 1. Change your outlook on life 2. Increase  your  knowledge 3. Broaden  your  understanding about  people 4. Each of the above LEARNING  OBJECTIVE: Recognize  the personal  traits and  attitudes  that  will help  you  improve customer  service. 1-39. When you are a customer, you should act toward the person providing the service in what way? 1. Courteously 2. Respectfully 3. Tactfully 4. Each of the above 1-40. You go to an office to ask about a certain matter, but you don’t feel  satisfied  with  the  customer service  representative’s  answer. What action should you take? 1. Leave  the  office  immediately 2. Inform  the  customer  service representative’s   supervisor 3. Shout at the customer service   representative 4. Report it to the CO 1-41. What action should you take to understand  how  customers  feel and want to be treated? 1. Look into their eyes 2. Look at their facial expressions for signs of frustration 3. Look for the customer’s body language 4. Put yourself in the customer’s  shoes 1-42. Because you must handle many customers during the day, you may be affected in which of the following ways? 1. Your  attitude 2. Your  dedication 3. Your mood 4. Your time spent with coworkers 1-43. You are having a bad day, and you feel that you cannot provide the kind of service a customer needs. What action should you take? 1. 2. 3. 4. Leave  the  office  immediately only Leave the area and hope that another person will take care of the customer’s problem Let your supervisor or another person know so that the customer may be assisted Tell the customer to come back another day when you feel better 1-44. You feel that your efforts are not  being  recognized  despite your hard work and dedication. Eventually,  your  efforts  will  be recognized in which of the following ways? 1. Good  evaluations 2. Letters  of  appreciation 3. Personal  awards 4. Each of the above 5

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