GHRD Service Standard Quiz

Name the service standard from the example given: Apologize without delay.

• Effectively manage complaints

• Own the mistake

• Investigate and Exhaust All Options

• effectively manage apologies,

Name the service standard from the example given: Own the process end to end.

• Communicate Realistic Deadlines/Deliverables

• Be Accountable

  (Follow up with each step to ensure that the request was fulfilled)

• Be Accountable

  (Own the process from beginning to end

  Follow up with each step to ensure that the request was fulfilled eventually)

• Apologies and offer solutions

Unscramble the following: Option all exhaust and investigate

(a)  

Which service standard encourages us to manage customer expectations?

• Manage customer expectations by communicating a somewhat reasonable timeline

• Make contact with the customer to ensure their expectation has been met

• Communicate reasonable support in a timely manner

Name the service standard from the example given: ask probing questions.

(a)  

What is meant by Active Listening?

• manage interruptions, and request clarification only

• manage interruptions, request clarification & ask questions

• manage all complaints

How can we effectively manage complaints?

(a)  

How can we show empathy to our customers?

How many GHRFD Service Standards are there?

(a)  

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What is an important action to take before you answer the phone?

Draw facial expressions.