Burnout at work is due to a fire in the building 2 Positive stress motivates and energizes you 3 Negative stress motivates and energizes you 4 Deep breathing is a form of relaxation 5 Anger management involves noticing what triggers your anger 6 Customer complaints are due to expectations being met 7 The best strategy is a lose-lose 8 The quiet
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TRUE |
FALSE |
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1 |
Burnout at work is due to a fire in the building |
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2 |
Positive stress motivates and energizes you |
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3 |
Negative stress motivates and energizes you |
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4 |
Deep breathing is a form of relaxation |
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5 |
Anger management involves noticing what triggers your anger |
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6 |
Customer complaints are due to expectations being met |
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7 |
The best strategy is a lose-lose |
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8 |
The quiet customer says nothing but will not return |
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9 |
Service recovery assumes the customer will never come back |
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Proactive problem solving is anticipating problems before they occur |
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11 |
Customer satisfaction is the result of expectations being met |
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12 |
A frontline employee would not know the customer well |
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13 |
Mystery shoppers assist companies in improving product and service |
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Coaching includes “learn by doing” |
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Role playing is not an effective way to train customer service reps |
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16 |
Problems can be resolved faster when CSR’s are empowered |
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17 |
CSR’s will stay with a company longer if they receive training, recognition and rewards |
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