Chapter 16: Quality Customer Service

Question 1

____ have higher expectations for their public agencies today than in the past.

Answer 1

Citizens

Question 2

____ is often defined as meeting or exceeding customer expectations.

Answer 2

Quality customer service

Question 3

____ service isn’t good enough.

Answer 3

Good

Question 4

____ are people who pay to receive goods or services.

Answer 4

Customers

Question 5

____ are considered local government customers because they pay for the services that their government delivers.

Answer 5

Citizens

Question 6

Your customers are either ____ or ____.

Answer 6

internal

Question 7

____ customers include citizens, visitors, business owners, developers, and civic leaders.

Answer 7

External

Question 8

____ customers include co-workers, your supervisor, executives, and elected officials.

Answer 8

Internal

Question 9

People expect a level of service that is so good it is worth telling others about- service that is ____.

Answer 9

exceptional

Question 10

All local government employees are ____ who represent their government to its citizens.

Answer 10

ambassadors

Question 11

____ customer service revolves around the golden rule: treat others the way you want to be treated yourself.

Answer 11

Exceptional

Question 12

As a supervisor, it is critical that you set the example by treating al internal and external customers with courtesy, respect and ____.

Answer 12

professionalism

Question 13

Providing ____ means that your are accessible and responsive.

Answer 13

exceptional customer service

Question 14

As a supervisor, you should make sure your immediate workplace is professional, clean and ____ to customers.

Answer 14

welcoming

Question 15

____ is also important in a service vehicle.

Answer 15

Neatness

Question 16

Common ____ is a measure of professionalism and good service.

Answer 16

courtesy

Question 17

____ also involves being considerate by keeping customers informed about government actions that will affect them.

Answer 17

Courtesy

Question 18

____ is an important part of first impressions.

Answer 18

Appearance

Question 19

First impression feed ____.

Answer 19

expectations

Question 20

An essential part of providing customer service is being able to communicate clearly, correctly , and ____.

Answer 20

politely

Question 21

____ involves not only how you speak but also your expressions and body language.

Answer 21

Communication

Question 22

____ makes it easy to interact with your customers and provide service to them.

Answer 22

Technology

Question 23

Some local governments engage private firms that send out “____” to rate the quality of service they receive.

Answer 23

mystery shoppers

Question 24

____ are especially important because they are signals that something is wrong.

Answer 24

Complaints

Question 25

Some organizations consider complaints “____” because they provide useful information about how to provide better service and can improve the government’s reputation among citizens.

Answer 25

gifts

Question 26

Constantly looking for better and more cost-effective ways of getting the job done is ____.

Answer 26

continuous improvement