CS # 17 Flashcards
To many citizen view law enforcement people as A. Public Servants B. Heroes C. Bureaucrats D. Public Safety Specialists
C. Bureaucrats
Experience has demonstrated that the police employee who utilizes some basic customer service skills in his interactions with people will find those same people A. Generally resistant B. Uncooperative C. Easier to handle D. Obstructive
C. Easier to handle
Which is a key guideline employed by entities enjoying a reputation for great costume service
A. Customer are very important to us
B. Customer are the reason we have a job
C. Customers are individuals with names and feelings
D. All of the above
D. all of the above
Most people are at worst, \_\_\_\_\_\_\_ in their reactions to police authority A. Welcoming B. Neutral C. Hostile D. None of the above
B. Neutral
The average citizen expects what in his interactions with a police customer service provider A. Reliability B. Responsiveness C. Reassurance D. All of the above
D. All of the above
What is a phrase from a customer service provider that may help furnish reassurance to a citizen-customer A. The worst is over B. Its going to be alright C. Both A and B D. Neither A nor B
C. Both A and B
What is an additional something the average citizen expects from a customer service provider A. Empathy B. Results C. Both A and B D. Neither A nor B
C. Both A and B
What does a citizen customer Not want to hear from a service provider A. You should have called earlier B. That impossible C. That department policy D. All of the above
D. all of the above
What else does a citizen customer not want to hear from a service provider
A. I cant help you
B. I understand what you are going through
C. I am sorry this has happened to you
D. All of the above
A. I cant help you
On a national scale, frequently heard customer complaints include A. Rudeness, Discourtesy B. Attitude of indifference C. Nobody listened to me D. All of the above
D. all of the above
The customer service failures that truly upset customers are \_\_\_\_\_\_\_\_ from one part of the nation to the next A. Varied B. Fairly consistent C. Very different D. Inconsistent
B. Fairly consistent
The steps to providing good customer service include an honest expression of \_\_\_\_\_\_ and a sincere willingness to help on the part of the service provider A. Professionalism B. Doubt C. Concern D. Denial
C. Concern
A basic trick of the trade for increasing customer satisfaction is
A. Be a very good listener
B. Allow the customer to save face, if possible
C. Treat people as individuals and use their names
D. All of the above
D. all of the above
Another basic trick of the trade for increasing customer satisfaction A. Build trust B. Avoid direct eye contact C. Speak loudly D. All of the above
A. Build Trust
Good Police communicators A. Make good eye contact with the customer B. Display an open posture C. Speak loudly D. All of the above
D. all of the above
