Understanding and Using Feedback Constructively

What is one of the objectives of the session on understanding and using feedback constructively?

• To learn how to give feedback to others

• To describe examples of feedback

• To understand the history of feedback

• To learn about customer service policies

Which of the following is a suitable way to obtain feedback on your service skills and knowledge?

• Ignoring customer complaints

• Conducting regular self-assessments

• Identifying suitable ways of obtaining feedback

• Avoiding feedback sessions

What should you be able to do after the session on understanding and using feedback constructively?

• Obtain useful and constructive feedback on your service skills and knowledge

• Develop new customer service products

• Create marketing strategies

• Understand financial statements

Which of the following is a key to evaluating your own performance?

• Encouraging feedback from others

• Avoiding feedback from others

• Ignoring critical feedback

• Only accepting positive feedback

Which of the following is NOT an example of informal feedback?

• Comment cards

• Formal performance reviews

• Informal communication such as phone calls and conversations

• Suggestion boxes

What should you be prepared to do after encouraging feedback?

• Ignore it

• Be prepared to accept it, even if it is critical

• Only accept positive feedback

• Reject all feedback

Which of the following is an example of informal communication for feedback?

• Phone calls and conversations

• Annual performance reviews

• Official surveys

• Performance appraisals

Which of the following is a source of informal feedback?

• Thank you letters, cards or emails

• Performance appraisals

• Employee evaluations

• Customer satisfaction surveys

Which of the following is an example of formal feedback?

• Informal conversations

• Call monitoring, coaching and observation

• Casual remarks

• Personal opinions

What type of feedback involves using surveys or feedback forms?

• Informal feedback

• Formal feedback

• Spontaneous feedback

• Unstructured feedback