Question 55 ['1 point} Managers generate a spirit of service bv __________________ O encouraging laughter, humour, warm greetings. smiles and compliments 0 demonstrating belief in people through the use of extensive performance appraisals O encouraging the use of reward svstems for seasoned emplovees O casuall'vr visiting with staff to seek input then present this information to upper management Question 56 [1 point} When used effectivelv, the following conflict stvles can be a valuable approach to resolving customer complaints. 0 competing O accommodating O avoiding O compromising 0 all of the above Question 57 ['1 point} The goal of conflict resolution is O to reach a compromise that both parties can accept O to find out where training might be needed 0 to ensure the customer is satisfied 0 to find ways to avoid the problem from re-occurring Question 53 ('1 point} Which of the following demonstrates that a CSR is 1yiewed as a professional among their peers? 0 they demonstrate team work 0 they take ownership of a client problem whether it was created by them or not 0 they offer to help when their co-workers are oyerloaded 0 all of the above Question 59 ['1 paint] To be a successful CRM requires 0 a good attitude 0 the ability to manage time 0 understanding and applying techniques to central tasks 0 all Of the above Question 60 ['1 point} CSR's need to be _____________ to have authority when handling customers. 0 empowered O motivated O rewarded O trained Natasha, you sound pretty upset with the information | just told you" is an example of O sympathy O empathy O acknowledgement O reassurance Question 62 ['1 point} A good teamwork strategy that promotes good customer service is 0 allow managers to identify areas for improvement 0 share only what you feel is necessary 0 show pride in your own work 0 none of the above Showing anger at work is __________ acceptable 0 sometimes 0 totallv 0 never 0 all of the above Question 64 [1 point} CSRs must develop special skills to deal with O extreme customers 0 customers who are silent or vocal 0 customers who are always right 0 onlvr a and b When a manager does not empower employees or delegate responsibility. employees are likely to 0 become apathetic 0 not show an interest in acquiring new skills 0 break rules, be absent and late often 0 all of the aboye Question 66 [1 point} A good way to organize your time is to do ________ task first 0 highest priority 0 important to complete 0 nice to do 0 shortest time \fWhen developing tools to gather customer satisfaction, it is best NOT to use the word ___________ to gather information. 0 feedback 0 opinion 0 survev 0 all of the above Question Til} [1 point} When considering performance standards, it is important to consider 0 CSR quality and productivity 0 customer satisfaction 0 emplovee satisfaction 0 all of the above