GRM305.P1

1. A customer walks into the office and asks for the deadline to check out. You do not know the answer. It would be best for you to do which of the following?

• Tell the person what you think the answer might be. .

• Refer the person to your

  supervisor.

• Say that you are not allowed to give out that information to the public

• Inform the person that you don't know but will find out

1. A person approaches you and tells you of many complaints he has about your department. You should first:

• A. Assume that he is just blowing off steam and ignore his complaints.

• B. Check into the legitimacy of the complaints.

• C. Ask for advice from your supervisor on the best way to handle the person.

• D. Regard the complaints as accurate and take immediate steps to correct them.

1. Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the

• Length of the call.

• Name of the caller

• time of the call

• Telephone number of the

  caller

1. You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

• Do not get involved in the

  situation.

• Quickly take your boss aside and provide the correct name.

• Wait until the client

  leaves, and then provide your boss with the correct name.

• Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

1. You're helping a guest to setup his Internet connection in his room over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?

• A. I'd work with him for as long as it takes.

• B. 10 minutes or so; I'd go through it once as quickly as possible and then hang up.

• C. About half an hour; I'd make sure he understands at least the

• basics.

  D. None at all; I'd get frustrated the first time he says "I don't understand."

1. A guest/co-worker starts to get on your nerves. What would be your most likely response?

• A. I would tell him/her right away that s/he is getting on my nerves because of X personality trait that I don't like, and that s/he should leave me alone.

• B. I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.

• C. I would avoid that person until s/he got the point that I need a break

• D. I would explain that I am feeling overwhelmed with work/school/life and need a break from social obligations to be by myself for a while.

1. When having a disagreement, I typically:

• A. Lower my voice to an ominous whisper.

• B. Maintain a normal voice level.

• C. Raise my voice slightly.

• D. Raise my voice level markedly.

1. When conversing with clients who have a less extensive vocabulary (e.g. lower education level):

• A. I brush them off - I just wouldn't have the patience to carry on.

• B. I become impatient and it may show.

• C. I may become impatient but I try not to let on.

• D. I adjust my speech to their level.

1. When it comes to resolving conflicts:

• A. I usually give in and let the other person have his/her way.

• B. I prefer "give and take".

• C. I try to push for a win on my part but if it is not in the cards I can accept a compromise.

• D. It's my way or the highway.

1. Two of the simplest principles of customer service are:

• A. Minimize Defects; Maximize Strengths.

• B. Sell First; Service Next.

• C. Prepare your customer profile; Match the service to fit the profile.

• D. Find out what the customer needs; Do whatever is necessary to satisfy those needs.