WorksheetsGHRD Service Standard Quiz
Total questions: 10
Worksheet time: 14mins
Name the service standard from the example given: Apologize without delay.
Effectively manage complaints
Own the mistake
Investigate and Exhaust All Options
effectively manage apologies,
Name the service standard from the example given: Own the process end to end.
Communicate Realistic Deadlines/Deliverables
Be Accountable
(Follow up with each step to ensure that the request was fulfilled)
Be Accountable
(Own the process from beginning to end
Follow up with each step to ensure that the request was fulfilled eventually)
Apologies and offer solutions
Unscramble the following: Option all exhaust and investigate
(a)
Which service standard encourages us to manage customer expectations?
Manage customer expectations by communicating a somewhat reasonable timeline
Make contact with the customer to ensure their expectation has been met
Communicate reasonable support in a timely manner
Name the service standard from the example given: ask probing questions.
(a)
What is meant by Active Listening?
manage interruptions, and request clarification only
manage interruptions, request clarification & ask questions
manage all complaints
How can we effectively manage complaints?
(a)
How can we show empathy to our customers?
How many GHRFD Service Standards are there?
(a)
.
What is an important action to take before you answer the phone?
Draw facial expressions.
