WorksheetsHSC_Competency 5 Response to Service Challenges
Total questions: 12
Worksheet time: 6mins
Which part of resilience is your cultivating when you make a good relationship with family and friends?
Cherish social support and interaction
Treat problems as a learning process.
Avoid making a drama out of a crisis.
Keep a realistic perspective.
If we prevent our thinking from dictating how we view something is a method of practising resilience through__________________.
optimism.
courage.
meditating.
failure.
When someone looks at challenging or painful events in the broader context of lifelong personal development, he looks at resilience from _______________________.
an individual perspective.
a realistic perspective.
others perspectives.
a negative perspective.
When there are problems, and you can develop the confidence to solve problems, it is an example of the resilience of nurturing
a negative view of yourself.
an ambitious person.
a mirroring view of yourself.
a positive view of yourself.
Deciding on something regardless of the outcome is an example of resilience in_________________.
avoiding making a drama out of a crisis
keeping a realistic perspective.
taking positive action.
developing realistic life goals for guidance and a sense of purpose.
Lucy had a cut on one of her fingers while lifting the cabinet to clean the bottom shelf. After the mishap, she decided to stay at home, and she felt the experience traumatise her. How has she responded to the situation?
She is celebrating her mishap.
She is taking positive action.
She is making a drama out of a crisis.
She is treating problems as a learning process.
At the end of each day, taking time to review what went well and congratulate yourself is training the mind to_______________.
celebrate your success.
keep a realistic perspective.
practice optimism.
nurture a positive view of yourself.
The customer is returning his faulty TV to the store. The staff told him to go to the service centre, and the team at the service centre referred him to the electronic department. He waited for the exchanged document, which needed the supervisor's signature, who was not around before the staff swapped the TV to a new one. This scenario is an example of a service breakdown based on____________________.
staff did not adequately provide customer service.
a service provider was lacking adequate knowledge or skills to handle a situation.
staff did not handle guest order properly.
an attempt to return or exchange an item was hampered by policy
During the discussion on the set-up, the Banquet Sales Manager has promised the guest that all the flowers used to decorate the ballroom would be fresh flowers, but the hotel used artificial flowers instead. This service breakdown in this scenario was caused by____________.
the promise was not kept.
the deadline was missed.
lacked adequate knowledge or skills by staff.
inefficient system.
Which part of the service recovery process allows customers to vent their frustration or irritation?
Apologise.
Listen for facts.
Show empathy.
Expedite solution.
James, the customer service officer, has called the guest to inform him that his complaint has been handled and the organisation will replace his faulty fridge with a new one, and the shop will send it to the house the next with no additional changes. He called again on the day of the delivery to check the fridge was in working condition. This scenario is an example of the step of service recovery on____________________.
show empathy.
expedite the solution.
follow-through.
listen for facts.
A technically well-versed salesman, irritated by the many questions a customer might ask, says: “I cannot explain this to you because it is too complicated, and you wouldn’t understand.” This scenario is an example service breakdown on
condescending attitude by the staff.
lack of training by the staff.
poor service attitude by the staff.
discourtesy attitude by the staff.
