Person-Centered Service
Listening without interrupting and focusing on the speaker is called this
What is active listening?
This procedure focuses on HOW service is delivered
What is PRO.103?
Using simple, clear wording instead of technical terms is called this
What is plain language?
This program protects a customer’s location
What is ACP?
First step when a customer is upset
What is acknowledge their feelings?
Adjusting how you explain something based on the customer’s needs is called this
What is adapting communication?
Giving different answers to the same question breaks this
What is consistency?
You should offer this when a customer struggles with English
What is an interpreter?
You should use this instead of a real address
What is a substitute address?
Best action when a customer is confused
What is explain using plain language?
Acknowledging a customer’s feelings without agreeing with them is called this
What is empathy?
If you don’t know an answer, you should do this instead of guessing
What is use resources or escalate?
This type of question checks understanding better than yes/no
What is open-ended question?
You should NEVER ask for this from an ACP participant
What is their real address?
A customer doesn’t understand you—what should you offer?
What is an interpreter?
Asking a customer to repeat information in their own words helps you do this
What is confirm understanding?
Being ready with systems and tools at the start of your shift is called this
What is preparedness?
Customers do NOT have to request this—you must offer it when needed
What are accommodations or language services?
Breaking ACP rules could put a customer at risk of this
What is physical harm or safety risk?
You notice an ACP flag—what must you avoid?
What is asking for their real address?
This approach focuses on the individual instead of just completing the task
What is person-centered service?
Delivering accurate, timely, and professional service builds this
What is customer trust?
Saying “Can you explain that back to me?” helps ensure this
What is true understanding?
This describes how strictly ACP rules must be followed
What is no exceptions / strict compliance?
A customer is frustrated and confused—which THREE things should you focus on?
What is empathy, clear communication, and correct procedures?