What is the relationship between employees and management sometimes called?

Employee relations

Confidentiality

Family interaction

Tense conversation

Correct! Wrong!

Which of the following may union members NOT do during picketing?

Carry signs

Protest management decisions

Block entrances to the building

Congregate outside the facility.

Correct! Wrong!

Which of the following is NOT a true statement about customers' perceptions of their experience?

Interaction is subject to personal interpretation

Interaction can only be perceived by words stated.

Interaction is affected by body language

Interaction is affected by all of your actions

Correct! Wrong!

Which of the following is NOT one of the three powerful, personal reasons to provide great customer service?

More job satisfaction

Less stress and hassle

Trying to impress your supervisor

More job success

Correct! Wrong!

Which of the following describes the main objective of good customer service?

To make the customer walk away with a positive feeling

To help the customer see that someone tried, even though the customer's wants were not met.

To make the customer think no one cares about the concern raised by the customer

To help the customer walk away with a neutral feeling

Correct! Wrong!

Which of the following is the definition of a customer?

External paying customer

Non-paying external customer

Internal customer

Anyone with whom you interact

Correct! Wrong!

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Which of the following is NOT a common technique to use while providing good customer service?

Acknowledge the customer's needs

Use inappropriate body language

Provide alternatives

Say thank you

Correct! Wrong!

What is the relationship between employees and management sometimes called?

Which of the following may union members NOT do during picketing?

Which of the following is NOT a true statement about customers' perceptions of their experience?

Which of the following is NOT one of the three powerful, personal reasons to provide great customer service?

Which of the following describes the main objective of good customer service?

Which of the following is the definition of a customer?

Which of the following is NOT a common technique to use while providing good customer service?

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