My Account Pre-Assignment
Mark true or false for each of the following questions.
| Question | True | False |
|---|---|---|
| 1. People who are successful at customer relations constantly need to be the center of attention. | ||
| 2. Customer service staff are the only people responsible for providing quality customer service. | ||
| 3. Good service employees are at the mercy of their customers and thus have little control over their success on the job. | ||
| 4. Treating customers as VIP’s often means apologizing for mistakes you did not make. | ||
| 5. It isn’t important to remember the names and faces of the people who come to your organization. | ||
| 6. If you have a limited desire to serve others, you probably shouldn’t be in a service-related job. | ||
| 7. How you handle the procedural or technical side of your job can directly affect how you handle the personal side. | ||
| 8. Knowing the time requirements for providing quality service will help you do a better job. | ||
| 9. Good anticipation means providing items and services for customers without requiring them to ask. | ||
| 10. When communicating with another person, it is important to always consider and protect their self-esteem. | ||
| 11. Your body language only minimally influences good communication. | ||
| 12. Feedback rarely provides the information necessary to do a better job. | ||
| 13. If you are not careful, working on a computer can adversely affect your attentiveness toward customers. | ||
| 14. Generally, the attitude you receive from others is the same attitude you transmit. | ||
| 15. Reading the customer correctly can pay great dividends to you and your organization. | ||
| 16. Most people simply want fast service and have little need to feel important or be recognized. | ||
| 17. Body language often communicates more than the actual words you use. | ||
| 18. When a customer is rude, obnoxious, and impolite, it is justifiable for you to return the same behavior. | ||
| 19. It is impractical to think that you can meet the expectations of every customer. | ||
| 20. Customer complaints should be encouraged at your organization. |