Show:
Module 1 Role of the Technician
Module 2 Workplace Behaviors
Module 3 Communication
Numbers and Statistics
Company Trivia
100
This is what the acronym C.S.R. stands for.
What is "Customer Service Representative"?
100
To "treat others the way they want to be treated" is the definition of this "Rule".
What is "the Gateway rule"?
100
These are the three communication styles.
What are "Visual, Verbal, and Tactile"?
100
This is the "BIG" number of points, referenced by our VP of Service, that relate to the customer survey.
What is "3"? (The big 3)
100
This travelling billboard allows people to make an impression about Gateway and you.
What is "My company vehicle"?
200
This is Gateway Mechanical Services "Brand Promise"
What is "With Gateway, It's Personal"?
200
This "technique" (used for getting yourself out of a bad mood), is where you "flip" the situation around to see whatever humor exists on the other "side".
What is "the flipside technique"?
200
Also known as a "Barrier to Communication", this "interference" prevents the speaker’s complete message or idea from being received by the listener.
What is "Noise"?
200
This is the number of "Service Elements of Customer Service".
What is "Seven"?
200
These two technical institutes proudly bear the Gateway name within their teaching facilities.
What are "NAIT and SAIT"?
300
Any co-worker, associate, or peer working for Gateway would be considered one of these.
What is an "Internal Customer"?
300
This "behavior" is marked by polished manners or respect for others. It was once used to describe courtly behavior or the behavior that would be expected in the Kings court.
What is “Courteous Behavior"?
300
This method of asking a question is great for: Testing understanding, clarifying information, and frame setting.
What is a "closed question"?
300
These are the "5 types of listening".
What is "Passive, Marginal, Projective, Empathetic, and Active"?
300
This is WHEN our customers want it fixed right.
What is "... The first time"?
400
Any instance a customer has to form an opinion of our company would be considered one of these "moments".
What is a "Moment of Truth"?
400
This "attitude type" enhances creativity, improves communication, is energizing, and can be contageous.
What is "Positive Attitude"?
400
The "TROC Principle of Communication" is comprised of these elements.
What are “Trust, Respect, Openness and Credibility"?
400
"Know who is boss, Be a good listener, Identify and anticipate needs, Make customers feel important and appreciated, Help customers understand your systems, Appreciate the power of yes, Know how to apologize, Give more than expected, Get regular feedback, and Treat eachother well" is the list of this rule.
What are "The 10 Commandments of Customer Service"
400
He is the Vice President of Service at Gateway.
Who is "Eric Potter"?
500
Impatience, Rudeness, Poor communication skills, and Un-professional behavior are all "traits" of this type of "Service".
What is "Bad customer service"?
500
This type of skill with "Technology" shows that you can handle it well and appear polite when communicating with others.
What is "Techno-etiquette"?
500
Making a conscious effort to not only hear the words another is saying, but to try to understand the total message is the goal of this "listening type".
What is "Active Listening"?
500
This is the percentage of what we hear that is actually remembered.
What is "25%-50%"?
500
Gateway has been running Customer Service training for Service Technicians for this many years.
What is "2"?