Basic Customer Needs
Positive and Negative Communication Behavior
Residents
Miscellaneous
Bonus SCSU
100
To Follow up, go beyond service expectations, remember special details about the customer is what basic need?
What is too Feel Appreciated.
100
Name at least seven clubs or orgs at SCSU?
What is answer determined by Dish and Hoff
100
True or False: A Resident asks tells you they can't get into their Owls account while your in the Computer Lab at North. You tell them to go to the help desk. This is an example of good customer service?
What is False
100
Name four types of non-verbal communication for the prezi?
What is body language, appearance, volume cues and miscellaneous cues.
100
What is Student Life now called?
What is Student Involvement
200
To Feel Important is one of the six basic needs. What was the example given in the prezi you could do to use this skill.
What is using the residents name.
200
What True or False: Yawning, Frowning or sneering are examples of Negative Communication Behavior.
What is True.
200
A resident has forgotten their ID and asks just this one time if you can let them sign in, to provide good customer service what do you do?
What is TBD by Hoff and Dish.
200
Name one way to deal with an assertive resident that was discussed in the prezi?
What is Look customers in the eyes as you speak. Grasp firmly without crushing. Think, plan, speak a specific question. Stop, gather thoughts, speak. Apologize if you make a mistake. Increase volume, sound firm and convincing. Take responsibility, resolve the problem.
200
How many guests can a resident sign in at one time?
What is 3 guests.
300
Listen, don’t interrupt, acknowledge the residents emotions and concerns, take time to serve, ask advice, elicit feedback are examples of what basic customer need?
What is too be respected.
300
What is an example from the prezi that is positive communication behavior?
What is Open Body Stance, Listening Actively, Remaining silent as resident customer speaks, Clean, organize work area, Brief eye contact, Eyes Wide Open, Smiling, Nodding affirmatively, Expressive body gestures.
300
BONUS: Name ten Mario Kart characters?
What is TBD by Hoff and Dish.
300
BONUS: Who won the Superbowl last year?
What is The New England Patriots
300
Name four sports teams Southern has?
What is TBD by Hoff and Dish.
400
To Be Understood means what according to the prezi?
What is listen actively, paraphrase, ask key question, give positive feedback, empathize.
400
What is an example from the prezi that is negative communication behavior?
What is Yawning, Frowning or sneering, Attending to matters other than the resident, Leaning away from the resident as he/she speaks, Staring blankly or coolly at customers, Interrupting, Pointing finger or object at customer, Disorganized, cluttered work space.
400
You're running late for a shift. When you get there the last DA left a mess and didn't inform you that there was a leak. A resident comes down five minutes into your shift while you're still frazzeled to ask for help making a project. What do you do to provide good customer service?
What is TBD by Hoff and Dish.
400
What is something to remember when dealing with difficult Residents?
What is Don’t take it personally. Remain calm, listen carefully. Focus on the problem, not the person. Reward yourself for turning a difficult resident into a happy one. When all else fail, ask for help.
400
BONUS: What hometown is Dish and Hoff from?
What is Shelton.
500
Define, according to the Prezi, what is too feel welcomed and comfortable?
What is to feel welcomed is to use an enthusiastic greeting, smile, and be positive. To feel comfortable is to use an enthusiastic welcome, relieve anxiety through friendly communication, ensure physical comfort.
500
What True or False: Listening Actively, Smiling, and Nodding are examples of Positive Communication Behavior.
True
500
True or False: You're printer has run out of paper in the lab. You tell the residents needing to print too bad, this is bad customer service?
What is True
500
To provide good customer service you must?
What is Know Your Policies and Procedures. Know Your Facilities and Services. Know Your Residents.
500
What is the new Bachelor’s degree at SCSU starting this Fall.
What is Respiratory Therapy Program.
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