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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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