Copy of ESP Chapter 16 - Questions - Sheet1

Question 1

ffective Supervisory Practices

quality customer service is defined as

Answer 1

meeting or exceeding customer expectations

Question 2

ffective Supervisory Practices

quality customer service has 3 questions

Answer 2

who are my customers, what are their expectations, how can I meet/exceed them

Question 3

ffective Supervisory Practices

customers

Answer 3

people who pay to receive goods and services

Question 4

ffective Supervisory Practices

everyone you come in contact with is a

Answer 4

customer

Question 5

ffective Supervisory Practices

2 categories of customers

Answer 5

internal and external

Question 6

ffective Supervisory Practices

do citizens have choice about their service

Answer 6

Yes - they can move or vote

Question 7

ffective Supervisory Practices

what is used to define customer service

Answer 7

service standards

Question 8

ffective Supervisory Practices

ensure there is match between service standards and

Answer 8

customer satisfaction levels

Question 9

ffective Supervisory Practices

moment of truth

Answer 9

when customer service is put to the test

Question 10

ffective Supervisory Practices

employees are __ who represent local government

Answer 10

ambassadors

Question 11

ffective Supervisory Practices

positive customer impressions create

Answer 11

public support

Question 12

ffective Supervisory Practices

4 broad aspects of customer service

Answer 12

interpersonal comm, professionalism, work environment, org comm and culture

Question 13

ffective Supervisory Practices

ensure service is

Answer 13

prompt, effective, efficient, courteous

Question 14

ffective Supervisory Practices

make each encounter

Answer 14

positive

Question 15

ffective Supervisory Practices

emails can’t communicate

Answer 15

tone - easily misunderstood

Question 16

ffective Supervisory Practices

language in written messages should be

Answer 16

clear, simple, direct

Question 17

ffective Supervisory Practices

when you’ve exhausted all customer service techniques

Answer 17

ask for help

Question 18

ffective Supervisory Practices

__ is most obvious sign of professionalism

Answer 18

appearance

Question 19

ffective Supervisory Practices

courtesy incudes

Answer 19

scheduling, notifications, announcements

Question 20

ffective Supervisory Practices

poorly handled questions lead to

Answer 20

complaints

Question 21

ffective Supervisory Practices

__ and complaints should be thought of together

Answer 21

questions

Question 22

ffective Supervisory Practices

__ is a signal something is wrong

Answer 22

complaints

Question 23

ffective Supervisory Practices

complaints should be considered as

Answer 23

a gift - chance to improve service/reputation

Question 24

ffective Supervisory Practices

complaint is an opportunity to

Answer 24

learn about customer expectations and educate citizens about service

Question 25

# ffective Supervisory Practices phone ringing rule

Answer 25

phone picked up in certain time (usually 3rd ring)

Question 26

# ffective Supervisory Practices work environment is

Answer 26

everything associated with the work area

Question 27

# ffective Supervisory Practices poorly organized work environment creates

Answer 27

inefficiency

Question 28

# ffective Supervisory Practices pleasant work environment can improve

Answer 28

morale and productivity

Question 29

# ffective Supervisory Practices identity of government comes from

Answer 29

way employees think and feel about it

Question 30

# ffective Supervisory Practices reduce gossip by

Answer 30

sharing accurate into

Question 31

# ffective Supervisory Practices sharing accurate and useful info about government is __ job

Answer 31

every employees

Question 32

# ffective Supervisory Practices does effort to improve customer service ever stop

Answer 32

no - continuous process

Question 33

# ffective Supervisory Practices customer satisfaction surveys

Answer 33

short questionnaire - how citizens feel about quality of work

Question 34

# ffective Supervisory Practices think of every interaction with a customer as

Answer 34

moment of truth

Question 35

# ffective Supervisory Practices match service standards to

Answer 35

expectatins

Question 36

# ffective Supervisory Practices complaints are

Answer 36

learning opportunities