Exam (elaborations)
FPC Prep - Modules 10 & 11 (1)
- Course
- FPC Chapter 2.2 & 2.3
- Institution
- FPC Chapter 2.2 & 2.3
FPC Prep - Modules 10 & 11 (1)
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FPC Prep - Modules 10 & 11There are 5 principles of optimum customer service that can be applied to payroll departments: -
ANS-1. Reliability
2. Responsiveness
3. Assurance
4. Empathy
5. Tangibles
The ability to provide what was promised, dependably and accurately - ANS-Reliability
The willingness to help customers promptly - ANS-Responsiveness
The knowledge and courtesy you show to your customers and your ability to convey trust,
competence, and confidence - ANS-Assurance
The degree of caring and individual attention shown to your customers - ANS-Empathy
The physical facilities and equipment and your own (and others') professionalism -
ANS-Tangibles
Getting employees to work toward achieving organizational goals (like quality service) is
primarily a matter of 2 factors: - ANS-1. Each employee's internal motivation and value system
2. Good communication between the employee and the manager
One of the most popular and effective methods for improving listening skills is to practice -
ANS-Reflective listening
A process where the listener repeats what was heard and asks the speaker for verification in
order to make clear what was said and avoid potential misunderstanding - ANS-Reflective
listening
Payroll employees need to prioritize the demands on their time according to 4 categores: -
ANS-1. Urgent and important
2. Not urgent but important
3. Urgent but not important
4. Not urgent and not important
The goal should be to manage our time in the __________ and ____________ modes -
ANS-Not urgent but important; urgent but not important
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