Customer Service
A customer walks in and is in a less than friendly mood. What should you do?
Warmly greet the customer and ask politely how you can be of assistance.
What is the correct standard alphabetical order?
1) A through Z
2) Z through A
3) B through X
System of organizing information is typically in order from A to Z.
You are running 15-20 minutes late for work. What should you do?
Call your supervisor informing them when to expect you.
You receive a call from an unknown number, they’re telling you there is an emergency and you need to evacuate. What should you do?
Inform your supervisor of the call immediately to access the situation.
You are in the break room and one coworker is making mean comments about another coworker. What should you do?
Do not take part in office gossip.
You can inform coworkers what their doing is wrong.
A customer walks in and is super friendly and you two hit it off and have a good conversation. You hear the phone ring in the middle of your conversation. What should you do?
Politely pause the conversation and answer the phone in a professional tone.
True or False: Last names are typically arranged in alphabetical order in the filing room?
True, files containing the names of people are arranged in alphabetical order of last names.
You have a birthday party you would like to attend next month. What should you do?
Request the time off ahead of time to avoid scheduling conflicts.
You hear and see the fire alarm go off. You are still on a call with your manager. What should you do?
Hang up the phone and evacuate the building immediately.
You made friends with a coworker at the office. The two of you can talk for hours on end. Is it a good idea for the two of you to work on assignments together?
If you feel you can remain professional with your friend while at the office that is great! If not, it’s best to meet up after work!
A customer calls the front desk asking to connect with your manager. You don’t remember the extension to connect them. What should you do?
Look for the directory on your desk which will contain the contact information.
You are asked to search for a file on Aaron Apple. Which storage box should you look in?
1) Box: A through L
2) Box: M through Z
Box 1: A through L
You have a doctor’s appointment scheduled. What should you do?
Inform your supervisor you need to take time off with enough days in advance to not cause as disruption in the schedule.
There is an ID protocol at the front desk. Employees are required to sign and date their arrivals. A friend arrives late and does not sign. What sold you do?
Remind your coworker of company policy and that they must sign in.
True or False: You have to disclose your medical information to your employer?
No, you do not have to disclose your medical information with your employer if you are uncomfortable with the idea.
There is a new employee whose name and extension has not been added to the directory yet. What should you do?
Introduce yourself to the new staff and ask for their contact information.
You are asked to find the file on Mildred Adam’s. Which store box would you search?
1) Box: A through L
2) Box M through Z
Box 1: A through L
It normally takes 30 minutes to travel to work from your home. You receive an update that due to construction there will be delays in your commute. What should you do?
Adjust your travel time by leaving your house earlier to make it to work.
You are alone shredding documents in the filing room but are called away to watch the front desk. Should you lock the door to the filing room?
In most cases, yes. The filing room houses important documents and sensitive information. If you are alone in the filing room and no one else is present lock the door to make sure it is secure.
You have a disagreement with your coworker on company rules. What should you do?
Follow up with your supervisor to make sure everyone is on the same page about how things should be done.
A customer is verbally upset over the phone and is asking for immediate assistance. What should you do?
Speak in a calm even tone and ask how you can help the customer.
You are asked to locate files on Avery Ventura. Which storage box should you search?
1) Box A through L
2) Box M through Z
Box 2 M through Z
You have a regular set of assignments given to you each day. Your supervisor asks you to take on an additional assignment due by the end of the week. What should you do?
Review your schedule and find time to work on the added assignment.
See how much time you can put towards the assignment each day without it interfering with your main duties.
You need to step away from your computer to do another task. Should you lock your computer before you leave?
Yes, locking your computer is also a security protocol that reduces information being leaked.
You are unsure how to proceed with a task at the office. What should you do?
Ask your supervisor for clear directions of what your tasks are.