QSM (Training, Hiring and Motivating Employees

Which of the following describes a service natural? Check all that apply.

• Employees who work hard on the job assigned

• Employees who stand out for delivering exceptional customer experience

• Employees who can transform a normal interaction to a remarkable service encounter

• Employees who provide exceptional service when given the opportunity.

Which of the following is not a tool used in selecting and hiring employees.

• Application form

• Interview

• Psychological tests

• Cover Letter

Which of the following is a source for external hiring?

• List of former applicants

• Referrals

• Promotion

• Online website

Which of the following are aspects that service providers should train employees on?

• Strategies

• Product Specifications

• Policies

• History and background of the company

Coaching is educating on what to be done, while mentoring is building skills and knowledge.

• True

• False

____________ is a type of personal training involving a guidance of an experienced master in crafting or trade under a period of time.

Feedback is important in motivating employees.

• True

• False

To figure out what requirements you look for employees, human resource planning and job analysis should be done prior.

• True

• False

Results of proper feedback are the following except?

• Happy employees

• Better customer experience

• Reduced attrition

• All of the above

__ makes sure that newly hired employees would feel welcome in the organization or else they would only last in a short perio