Effective Suppervisory Practices p308-311

What are some ways to prepare for talking with a customer you have not met before?

• Research the customer's company and industry

• Prepare a list of questions to ask

• Practice active listening skills

• All of the above

Courtesy in customer service can be demonstrated by:

• Listening actively to customers

• Ignoring customer complaints

• Being rude to customers

• Delaying responses to inquiries

The impact of organizational culture on customer service is:

• Significant and positive

• Negligible

• Negative

• Unrelated

Team appearance is important in representing local government because:

• it reflects professionalism and unity.

• it distracts from the main issues.

• it is a legal requirement.

• it has no impact on public perception.

What is an essential part of providing legendary customer service according to the text?

• Listening to customer feedback

• Offering discounts

• Having a large product range

• Fast delivery

Being a good listener is important in customer service because:

• it helps in understanding customer needs and resolving issues effectively.

• it allows the customer service representative to talk more.

• it reduces the need for customer feedback.

• it ensures that the customer service representative can multitask.

Empathy can help in dealing with angry or frustrated customers by:

• Ignoring their feelings

• Understanding their perspective

• Arguing with them

• Being indifferent

What is one of the customer service standards adopted by the City of Rockville, Maryland?

• Timely response to inquiries

• 24/7 customer support

• Free services for all residents

• Monthly community meetings

How quickly should phone calls be answered according to the City of Rockville's customer service standards?

• Within 3 rings

• Within 5 rings

• Within 10 rings

• Within 15 rings

Emails will be responded to within ____.

• 1 hour

• 2 hours

• 3 hours

• 4 hours