Chapter 16 - Quality Customer Service

Question 1

What promotes good service? p. 288
A.) Technology
B.) Neatness
C.) Smiling
D.) Staffing

Answer 1

C.) Smiling

Question 2

What should guide your customer service?
p. 286
A.) Golden Rule
B.) Customer Creed
C.) Do No Harm
D.) Karma’s Law

Answer 2

A.) Golden Rule

Question 3

Which customer is particularly important to your ultimate success? p. 283
A.) Visitors
B.) Business owners
C.) Elected officials
D.) Employees

Answer 3

D.) Employees

Question 4

What must there be a match between when setting service standards? p. 294
A.) Standards and staff training levels
B.) Standards and company performance abilities
C.) Standards and customer satisfaction levels
D.) Standards and department funding levels

Answer 4

C.) Standards and customer satisfaction levels

Question 5

Which statement is NOT correct? p. 292
A.) Give the customer the why when a request must be denied
B.) Tell the customer no and have that be the end
C.) Walk the customer through any regulation issues
D.) Give alternatives to achieve the result the customer wants

Answer 5

B.) Tell the customer no and have that be the end

Question 6

What should be done if you are asked a question that is not under your umbrella of knowledge? p. 291
A.) Pass the call along to the correct department
B.) Give the caller the correct phone number to call themselves
C.) Obtain the caller’s information and have the correct department follow up
D.) Tell the caller you do not know the answer

Answer 6

C.) Obtain the caller’s information and have the correct

Question 7

Who may often be your most outspoken and demanding customers? p. 284
A.) Businesses
B.) Civic leaders
C.) Citizens
D.) Developers

Answer 7

C.) Citizens

Question 8

Where should a directory or map be located to help
customers find their way to the appropriate service area? p. 287
A.) Top level
B.) All floors
C.) Second floor
D.) Street level

Answer 8

D.) Street level

Question 9

Who is NOT an internal customer? p. 283
A.) Co-workers
B.) Executives
C.) Developers
D.) Elected officials

Answer 9

C.) Developers

Question 10

Who should you talk to when you need information about the formal programs your government has in place to measure customer service satisfaction? p. 295
A.) HR department
B.) Department head
C.) Service sector manager
D.) Public relations department

Answer 10

B.) Department head

Question 11

Which strategy for dealing with difficult customers is
being used when share the resolution with the customer? p. 293
A.) Gather information
B.) Own the situation
C.) Achieve clarity
D.) Close the loop

Answer 11

D.) Close the loop

Question 12

What can be useful when a customer is angry and their request cannot be fulfilled? p. 290
A.) Deferment
B.) Promises
C.) Sternness
D.) Empathy

Answer 12

D.) Empathy

Question 13

What is the best response when you do not have the answer to a customer’s question? p. 290
A.) Make an educated guess
B.) Tell them you do not know, but will find out
C.) Tell them you do not know
D.) Pass them on to someone else

Answer 13

B.) Tell them you do not know, but will find out

Question 13

What strategy for dealing with a difficult customer is
being used when you show them you feel their frustration? p. 293
A.) Achieve clarity
B.) Recognize the issue
C.) Own the situation
D.) Empathize

Answer 13

D.) Empathize

Question 14

What tip for dealing with difficult customers is being
used when you restate the concern to the customer to show you clearly hear the problem and understand the suggested resolution? p. 293
A.) Own the situation
B.) Empathize
C.) Recognize the issue
D.) Gather information

Answer 14

C.) Recognize the issue

Question 15

Which is NOT a way to show customers courtesy?
p. 287
A.) Have them take a number before greeting them at the office
B.) Identify yourself and your department to new customers
C.) Prepare a simple script to use when greeting customers
D.) Let them know how long of a way there is when they arrive

Answer 15

A.) Have them take a number before greeting them at the office

Question 16

Which of the following is NOT the result of engagement? p. 289
A.) Team appearance
B.) New ideas
C.) Feedback
D.) New relationship

Answer 16

A.) Team appearance

Question 17

What must the local government commit to?
p. 283
A.) Low tax rates
B.) High tech infrastructure
C.) Quality customer service
D.) Public sector training

Answer 17

C.) Quality customer service

Question 18

Through which avenue do citizens make choices at many levels in government? p. 284-285
A.) Elected representatives
B.) Public demonstrations
C.) Boycotts
D.) Tax revenues

Answer 18

A.) Elected representatives

Question 19

What can be posted in a public place to strengthen pride among employees? p. 289
A.) Certifications
B.) Quarterly standing
C.) Community improvements
D.) Mission statement

Answer 19

D.) Mission statement