This assessment has 15 questions to test your memory of the things we covered.The threshold for successfully completing this assessment is 80%.
Question 1: Eek, what if I don’t get 80%?
Answer: No worries! You can take re-take this assessment with no penalty
Question 2: What if one of the ‘right’ answers don’t make sense to me?
Answer: Let us know! Either we didn’t explain it very well, or we made a goof somewhere else.
Question 3: How will I get my certificate?
Answer: Once all of the results have been tabulated, sorted, verified, audited, washed and tumble-dried, we will notify you of your success. The certificates will be winging their way shortly thereafter for distribution.
Question 4: What if I have technical challenges with this assessment?
Answer: Let Shaun know and he’ll get someone on it right away!
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The three components that create trust in customer service are:
The domino exercise demonstrated that communication can only be successful when these two things: (select 2)
What does the “Butterfly Effect” refer to in Internal Customer Service? (select 1)
What is a better approach than saying “Yergunnahafta…” to someone? (select 1)
The best way to manage other people’s expectations is: (select 1)
What are the two things that make phrases like “Let’s figure out how to make this work” so effective (select 2)
Why is it okay to check your email while talking on the telephone? (choose 1)
Why is failing to respond to peoples’ emails a bad thing? (select 1)
How are you? (select 1)
Giving someone a compliment activates the same part of their brain as if you gave them cash
The dominoes exercise illustrated that most business communication failures are: (select 1)
What is wrong with saying “Like I told you before…” to someone? (There’s really only one answer here – just select that one!)
Who controls any conversation?
The 5 principles of Talk Judo are Balance, Closeness, Deflection, Redirection and Creativity. What do we mean by “Getting Closer” when dealing with difficult situations?
We covered a lot of ground in this training program. What skill(s) do you plan on improving based on what you learned?
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.