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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
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