Eastern Gateway Community College

Professionalism in Difficult Situations_ Module Quiz_ Unit 3_Lesson 5 Question 1 Which of the following describes a customer who is excited about a customer service experience?  A customer can't wait to tell his friend about a recent hotel stay and vacation. Question 2 Which is an example of a level of remediation that can be provided to a customer to equal his or her loss?  Offer a discount on products or services. Question 3 Which is an example of a baseline service?  guid...

Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 Question 1 The transformation of the internet into a social platform has resulted in a power shift from sellers to buyers.  True Question 2 Customer relationsh

Dealing with Diverse Customers_Module Quiz_Unit 4_Lesson7 Question 1 _____refers to how openly a society or culture accepts or does not accept differences between people, as in hierarchies in the workplace or in politics.  Power distance Question 2 People in the United States and Canada tend to give relatively less emphasis to nonverbal communication, such as eye contact and posture.  True Question 3 A system of shared values, beliefs, and rituals that are learned and passed on t...

Customer Service and Electronic Media Module Quiz_Unit 5_Lesson 9 Question 1 Because the phone can rob your voice of some of its natural expressiveness and energy, you should be sure to compensate by increasing the energy and enthusiasm in your voice.  True Question 2 Maria wants to use the communication medium with the highest social presence. Which of the following should she choose?  live chat Question 3 With the increased popularity of the Internet as a way conduct business...

Teamwork in Customer Service Module Quiz_Unit 5_Lesson 10 Question 1 _____is a critical characteristic of a productive team.  A clear purpose Question 2 Which should be most strongly considered when selecting a team member for a work project?  the person's experience level Question 3 A sense of unity emerges during which stage?  norming Question 4 If two team members who don't care for each other disagree about whose idea is best, it is a(n) conflict.  emotional Que...

Time Management and Healthy Work Habits_Unit 6_Lesson 11 Question 1 How can people protect themselves from the stresses associated with being at work all day?  Visualize leaving all cares at work. Question 2 Time management is classified as a hard skill.  False Question 3 At which time should employees schedule important tasks where interruptions need to be at a minimum?  first thing in the morning Question 4 When team members promote positive attitudes, the entire team ten...

The Customer Service Profession_Module Quiz_Unit 6_Lesson12 Question 1 It is important to in order to empower yourself as part of your professional and personal work-life balance.  take control and take command Question 2 As a customer service professional, the challenges you face are solvable with training, development, and networking.  True Question 3 Judging ourselves against others does not tend to lead to personal growth, personal development, or career advancement.  Tr...

Final Exam_Customer Service_ BUS 209 Question 1 In an era of online comparison shopping, which of the following may be the ultimate and enduring differentiator?  the customer experience Question 2 _____ interferes with the receiver getting the message from the sender.  Noise Question 3 True or false: Cost-cutting is a way for many companies to grow and remain stable.  True Question 4 To provide effective customer service, it is up to a CSW to understand the customer’s nee...

Question 1 Which of the following is not an unfair labor practice for management? Fining or expelling union members from the union for filing unfair labor charges with the NLRB. Question 2 Labor unions are compatible with organizations that emphasize an external labor strategy. False Question 3 Which characteristics of work design are not compatible with the Bargain Laborer HR strategy? Autonomy is high and employees are encouraged to improve work processes. Question 4 Which of the ...

Human Resources Management MGT 208 @ EGCC Lesson 14 Quiz Quiz Score: 20 out of 20 Question 1 Which of the following is an example of vertical alignment? A company seeks to be the low cost provider and adopts a Loyal Soldier HR strategy. Question 2 Organizations with human resource strategies that emphasize developing long-term relationships with highly skilled employees have been shown to be more effective than their competitors because they create more new products and services. Tr...