Exit this survey >> Customer Service & Citizen Contact | Online Learning - Course Review 50% of survey complete. Question Title * 1. Please enter your Full Name, Title and Department. This is required for proper recordkeeping. Thank you. Question Title * 2. What is your reason for taking this course today? New Hire {Required or recommended to meet Employee Training Plan requirements} Referral {The course was recommended to me by another county employee} Self referral {I want to expand my knowledge and enhance my skill set} Supervisor {My supervisor recommended I take this particular course} Promotion {I have a new position and this is a requirement of my new position's training plan} Required {My mgr/supervisor notified me this course is required, as a follow up to concerns or issues} Follow Up {I decided to take this course as a follow up to a county workshop or seminar} Other Reason Other (please specify) Question Title * 3. Which of these makes customer service different in the public sector, compared to the private sector? We work for the government. The service is the offering. We aren’t selling anything. Question Title * 4. Which of these are the employee traits reported in regards to the Customer Satisfaction Survey of 2015? helpful knowledgeable professional responsive friendly courteous Question Title * 5. What does H.E.A.T. stand for? Hear them out, Empathize, Apologize, Take action Happy, Even, Apologetic, Tone Hearing, Every, Answer, Today Question Title * 6. A citizen screams at you because they have been waiting in line to pay their personal property tax. They say “I can’t believe you guys get paid for this…maybe if they put you on commission, this line would move quicker. I pay my taxes and I should get better service than this. Maybe you just don’t care and shouldn’t even be in a public contact job.” Choose the one that is an example of an “I will” response: “Mr. / Ms. _____________, what I care about most is that you get the best service and get what you want. I do apologize that you have had to wait so long; I certainly understand how frustrating that must be. I am going to help you right now and get you on your way.” “Mr. / Ms. ________________, you shouldn’t really feel that way. We are all doing the best we can, but we can’t possibly help everyone at the same time. Thank you for waiting.” “Mr. / Ms. ________________, I am sorry you waited so long. I am doing really trying to be helpful, but if you are angry and want to complain about it – you need to see my supervisor.” Question Title * 7. A citizen calls the utility office about some work done on his property that he does not understand. He feels some of his yard and plantings were “destroyed” during the process. He spoke with someone earlier in the month who insisted the work was necessary and would have caused problems later – if it was not fixed. He is frustrated and confused and wants an explanation…and an apology. Choose the example of an “I will” response: “Mr. / Ms. _______________, I respect that you feel frustrated by what has occurred on your property. What I am able to do is to reach out to the supervisor who is in charge of that project and get you the answers you are looking for. Will you please provide a good number for me to call for either me or the supervisor to reach you back? I will be in touch with in 1 business day, if not later today.” “Mr. / Ms._________________, I don’t really know what is going on with that particular project – I am not in charge of that. However, my supervisor might. I will check his schedule – he might be available to talk with you. If not, please leave a voice mail for him.” “Mr. / Ms. _________________, I can’t get you the answers you need right now because someone else is overseeing that utility project. He is out of the office; is there something else I can do for you?” Question Title * 8. Which of these IS one of the three gates of communication: Easy to understand Necessary Efficient Question Title * 9. Which of these IS NOT one of the six most common customer expectations (video) Accuracy Empathy Usefulness Friendliness Professionalism Question Title * 10. Which IS NOT a typical characteristic of a customer who is a baby boomer? Would prefer you learn and use their name Likes to be approached in a friendly manner Would prefer you to establish rapport right away Would like you to "check in" during the transaction Would prefer you use formal language Question Title * 11. Fill in the blank. One winning phrase you can use is... "If you're not completely satisfied, ___________________________." Next >>
