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WorksheetsCustomer Service: Mindset
Total questions: 17
Worksheet time: 6mins
If you want to adopt a customer service mindset, it needs to be a part of your team's
motto
longe-range plan
culture
short-term goals
Ideally, every conversation involving a teacher technology problem to solve should have a
a partial resolution
partial solution
answer in at least 24 hours
positive take-away
Helping teachers to solve thier own problems will help them in the long run. When might be a good time to teach teachers how to figure out an answer to a problem versus just telling them how to solve it?
teacher work week
professional development day
day grades are due
5:00 in the afternoon
The best types of questions to ask to get to the bottom of an issue are
probing questions
closed ended questions
open ended questions
Your tone of voice can make a difference when a teacher calls for help. To be sure your tone of voice is poitive,
smile
keep your voice monotone
Grumble
ask questions
Which of the following is NOT a trait of a customer service mindset?
Listening Skills
Good Salesmanship
Social Skills and Manners
Positive Mindset
Problem Solver
The key to saying yes to most situations is to
Try to be nice
Just don't say no.
Challenge your initial reaction.
Ultimately, the heart of “saying yes” is about framing your mindset and behavior in a way that’s
Not saying no.
respectful of everyone
open and receptive to other people’s ideas,
kind to everyone.
Fill in the blanks. Say _________ to the person even if you have to say _______ to the idea.
No, Yes
Yes, Yes
No, No
Yes, No
What's the difference between listening and hearing?
We listen 45% of the time.
Listening is active. Hearing is passive.
Listening is passive. Hearing is active.
We are better at hearing than listening.
Which one of these qualities does NOT describe active listening?
Reflect
Question
Answer
Pay Attention
Encourage
Active Listening means listening more than you (a) .
Emotional intelligence is the ability to focus on customers (select all that apply)
questions
feelings
answers
emotions
problems
Your teachers not only want you to fix the issue but they also want you to acknowledge
their frustration
the emotions they are experiencing
the crummy hardware they have
their lack of service
Patience starts with
(a)
To learn to be more patient, recognize that no one is an (a) on everything.
When you begin to lose patience with a user, the best thing to do is
relax
take a deep breath
calm yourself
All of the above
