*Providing Good Customer Service*
Inservice
Name
*
First Name
Last Name
Date
*
-
Month
-
Day
Year
Date Picker Icon
E-mail
*
1. Customers are :
*
residents
visitors
coworkers
all of the above
2. Most of our communication is nonverbal
*
True
False
3. Standing with your hands on your hips can give the impression that you are:
*
nervous
insecure
aggressive
interested
4. Mrs. Clark, the wife of resident Mr. Clark approaches you in an angry mood. She shouts, "The thieves on this staff have stolen my husband's new sweater." You try to calm her and offer to look for the sweater. She responds, "Why should I trust you ? For all I know you could be one of the lying thieves who took it." Your best action is to :
*
Gently explain that she has no proof that the staff are thieves
tell her firmly that if she calls you a thief again that you will sue her
tell Mrs. Clark that you think it would be best if your supervisor was called
announce for all of the unit staff to come to Mr Clark's room and explain what could have happened
5. Looking away while someone else is talking with you puts them at ease and allows them to communicate more openly.
*
True
False
6. Slang is helpful in communication in putting people at ease and should ne woven into conversation whenever possible.
*
True
False
List 4 behaviors or displays of body language that can communicate negative messages:
7.
*
8.
*
9.
*
10.
*
Submit
Should be Empty: