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Final Quiz

IEDF Membership April 17, 2025

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Question 1 of 10

1. Question
Select the correct answers: Least helpful phrases
- Why did you do/say that?
- I know exactly how you feel.
- That’s not important.
- I know exactly how you feel.
- Do you want to know what I think? Here’s what you should do.
- Any phrase that contains the words always, never, all the time, everyone or permanently.
Correct

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Question 2 of 10

2. Question
True or False: The fish bone is a way to combine brainstorming with a visual representation that organizes the information at the same time.
- True
- False
Correct

Incorrect
Question 3 of 10

3. Question
True or False: Benchmarking is helpful whether you are looking at systems, processes, or methods.
- True
- False
Correct

Incorrect
Question 4 of 10

4. Question
True or False: When we channel the energy from stress in positive ways, we can accomplish things that we never imagine
- True
- False
Correct

Incorrect
Question 5 of 10

5. Question
Select the correct answer: An administrative assistant prepares research and documentation for another department. What type of customer does the assistant serve?
- Internal customer
- External customer
Correct

Incorrect
Question 6 of 10

6. Question
True or False: Customer service must be measured in order to know what’s working.
- True
- False
Correct

Incorrect
Question 7 of 10

7. Question
Select the correct answer: Knowing my own values and goals helps me to deliver better service because:
- Having something clear to refer to is helpful
- I can help customers determine their own goals
- I can use that insight to better relate to my customers
Correct

Incorrect
Question 8 of 10

8. Question
True or False: A call should only be transferred if the person transferring cannot help the caller and is sure that whomever the call will be transferred to can help.
- True
- False
Correct

Incorrect
Question 9 of 10

9. Question
True or False: Deadlines for customer service goals will only add stress.
- True
- False
Correct

Incorrect
Question 10 of 10

10. Question
Select the correct answer: Paying attention to the critical elements of customer service helps our company to be more profitable. A commitment to customer service must be demonstrated by:
- Front-line staff
- Supervisors
- Senior management
- All of the above
Correct

Incorrect

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