Building Trust in Testing Environments

Duane Harrington, a test center manager, emphasizes the importance of building trust and empathy with candidates to create a comfortable testing environment. He shares a story of a young candidate who became more confident over time due to the supportive staff. Duane highlights the significance of earning trust with customers to ensure a positive testing experience.

Why is building trust with candidates important according to the speaker?

• To reduce the workload of staff

• To make candidates feel comfortable

• To ensure candidates pass their exams

• To increase the number of candidates

What is the speaker's approach to making candidates feel comfortable?

• By providing snacks

• By building trust and showing empathy

• By offering discounts

• By shortening the exam duration

What is Duane Harrington's role at the test center?

• Test Center Manager

• Receptionist

• Examiner

• Security Officer

What is the speaker's favorite movie?

• Terminator 2

• The Godfather

• The Matrix

• Inception

What does the speaker emphasize about the staff's role?

• To focus on administrative tasks

• To ensure everything runs smoothly

• To handle technical issues

• To strictly enforce rules

What was the initial reaction of the young candidate when he first visited the test center?

• He was indifferent

• He was excited

• He was extremely nervous

• He was very confident

How did the young candidate's visits change over time?

• He stopped visiting the center

• He brought more family members each time

• He became more nervous

• He became more comfortable and visited alone

What did the young candidate express about the test center staff?

• He found them unhelpful

• He disliked them

• He felt indifferent towards them

• He loved the staff and their treatment

Why is earning trust with customers crucial according to the speaker?

• To reduce the number of complaints

• To make their testing experience the best moment

• To ensure they return for more tests

• To increase the test fees

What does the speaker want candidates to trust about their testing experience?

• That it will be quick

• That it will be the best moment of their life

• That it will be challenging

• That it will be easy