Soft Skills Assessment

1.

Is a phrase that is used to describe the process of taking care of our customers in a positive manner?

2.

Your ability to perform the promised service dependably and accurately is called?

3.

Give at least 2 specific criteria that customers use for assurance?

4.

The caring individualized attention you provide your clients/callers?

5.

This motto or guideline simply reminds you to set expectations with your customer at a reasonable level, but one which you can consistently exceed their expectations?

6.

This has to do with image of your organization and your personal image?

7.

The willingness to respond to customer needs. It means being willing to do what it takes to respond effectively to a service request is called what?

8.

What does RATER stand for?

9.

You need to provide consistently great customer service to all your customers, including those who are angry, have unrealistic expectations, or ramble.

True

False

10.

Is when your ears pick up sound waves and transmit these waves to your brain?

11.

Please provide the 3 modes of listening

12.

Give at least 4 common barriers to effective listening

13.

Give at least 4 steps to ensure you hear the words?