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Assignment 3, Continued - 14260_201
Learning Objective: Explain procedures  used  to  establish  and monitor  customer  service. 3-26. The  service  you  provide  affects only the people you serve. 1. True 2. False 3–27. Attitude can be described as the tendency to move away from or toward a situation. 1. True 2. False 3-28. Which  of  the  following  statements about  attitudes  is  correct? 1. Attitudes  can  be  measured  but not graded 2. The effect of our attitudes can be measured but not graded 3. The results of our attitudes can be measured or graded 4. Each of the above 3–29. When  you  encounter  an  unpleasant customer,    which  of  the  following reactions  is  the  best  approach? 1. Tell the customer to come back after he or she has calmed down 2. Treat the customer in a calm and  confident  manner 3. Repay  the  customer’s  rudeness with  rudeness 4. Take the customer aside and try to calm him or her 3-30. For a person to do the best job, he or she must have pride in which of the  following  aspects? 1. Self 2. Ability 3. Job 4. All of the above 3–31. If a member performs only when told to do so,   he or she is reflecting a lack of which of the following traits? 1. Intelligence 2. Skill 3. Pride 4. Cooperation 3–32. Common  courtesy  is  the  voluntary expression  of  respect  for  another’s rights or feelings. 1. True 2. False 3-33. When you respond to a customer’s needs,   an element of cooperation is required on your part as the contact  point  representative. 1. True 2. False 3-34. Monitoring is necessary in a customer  service  office  to establish which of the following objectives? 1. Effectiveness 2. Uniformity 3. Both 1 and 2 above 4. Cleanliness 3–35. As a supervisor, you should refrain from which of the following actions? 1. 2. 3. 4. Delegating  responsibility  for specific duties as soon as personnel  demonstrate  their ability to handle them Delegating  responsibility  for specific duties as soon as duties are assigned to personnel Interfering  with  your  personnel when they are attempting to tackle a problem Being tactful in handling situations  where  advice  is needed 22

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