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51 Cards in this Set
- Front
- Back
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ESP Chapter 16. People demand that all parts of government provide good leadership, management and service. They will ____.
A. hold you in high regard for this B. accept small failures C. accept large failures if they can be justified D. hold you accountable |
Answer: hold you accountable
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ESP Chapter 16. With regards to providing quality citizen service, you should know there are ____ customers.
A. internal B. external C. internal and external D. neither internal nor external |
Answer: both internal and external
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ESP Chapter 16. Inside customers are ____ the local government.
A. inside of B. outside of C. both inside of and outside of D. neither inside of, nor outside of |
Answer: inside of
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ESP Chapter 16. One of your major responsibilities as a supervisor is to provide quality ____.
A. arrests B. convictions C. reports D. service |
Answer: service
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ESP Chapter 16. When delivering quality service, one of the two basic criteria is how well you deliver what you ____.
A. are able to B. can afford to C. promise D. desire to |
Answer: promise
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ESP Chapter 16. When delivering quality service, one of the two basic criteria is how you handle citizens’ ____.
A. wants B. needs C. expectations D. problems and expectations |
Answer: problems and expectations
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ESP Chapter 16. Citizens expect to get a good value for the ____.
A. size of the tax base B. size of the department C. reputation of the department D. fees that they pay |
Answer: fees that they pay
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ESP Chapter 16. Local governments use ____ standards to define customer service.
A. personal B. service C. professional D. financial |
Answer: service
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ESP Chapter 16. True or False. If standards are your responsibility, you should make sure they match your customers’ satisfaction levels.
A. True B. False |
Answer: True
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ESP Chapter 16. If standards are not your responsibility, you should monitor how well your ____ achieve the standard.
A. fellow supervisors B. department heads C. employees D. neighboring agencies |
Answer: employees
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ESP Chapter 16. True or False. You should report back on the standards only if they are reasonable.
A. True B. False |
Answer: False
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ESP Chapter 16. Service standards reflect how governments define ____.
A. customer service B. budget constraints C. Department of Revenue and Finance Operations responsibilities D. workload |
Answer: customer service
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ESP Chapter 16. All of the following are inclusive of the (4) broad aspects of customer service, except ____.
A. Interpersonal Communication B. Professionalism C. Total Quality Management D. The Work Environment E. Organizational communication and culture |
Answer: Total Quality Management
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ESP Chapter 16. Interpersonal Communication entails all of the following except ____.
A. Being positive B. Practicing good listening C. Being aware of what you say without words D. Remembering that appearances do matter |
Answer: Remembering that appearances do matter
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ESP Chapter 16. Interpersonal Communication entails all of the following except ____.
A. Respecting your audience B. Choosing the right communication method C. Planning the work space D. Knowing when to ask for help |
Answer: Planning the work space
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ESP Chapter 16. Interpersonal Communication entails all of the following except ____.
A. Understanding the customer’s request B. Continuous improvement C. Having all the information you need D. Being courteous |
Answer: Continuous improvement
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ESP Chapter 16. Interpersonal Communication entails all of the following except ____.
A. Learning from complaints B. How you sound on the phone (efficient, professional, etc.) C. Listening or waiting to speak D. Learning to effectively resolve conflict |
Answer: Learning from complaints
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ESP Chapter 16. Interpersonal Communication entails all of the following except ____.
A. Learning to effectively resolve conflict B. Controlling your anger C. Doing your best to eliminate communication barriers D. Keeping the workplace neat and clean |
Answer: Keeping the workplace neat and clean
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ESP Chapter 16. Professionalism entails all of the following except ____.
A. Having all of the information you need B. Remembering that appearances do matter C. Practicing courtesy D. Learning from complaints |
Answer: Having all of the information you need
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ESP Chapter 16. The Work Environment entails which of the following?
A. Keeping the workplace neat and clean B. Doing your best to eliminate communication barriers C. Planning the work space D. A and B E. A and C |
Answer: A and C
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ESP Chapter 16. Organizational communication and culture entails which of the following?
A. Remembering that appearances do matter B. Working with the media C. Continuous improvement D. A and B E. B and C |
Answer: B and C
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ESP Chapter 16. With respect to customer ratings, some governments conduct comprehensive customer satisfaction ____.
A. opinions B. ratings C. judgments D. surveys |
Answer: surveys
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ESP Chapter 16. With respect to customer ratings, some governments engage private firms who send out ____ who rate the quality of service they receive.
A. decoys B. mystery shoppers C. former clients D. retired employees |
Answer: mystery shoppers
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ESP Chapter 16. Complaints are especially important because they are signals ____?
A. you’re in trouble B. something is wrong C. you need to deal with it D. there is an unhappy citizen |
Answer: something is wrong
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ESP Chapter 16. The Chief Administrator and Department Heads use the budget to ____.
A. plan and control B. manage and control C. define cost D. planning |
Answer: manage and control
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ESP Chapter 16. Citizens are interested in the budgets bottom line, it should assure citizens that their tax dollars are being used ____?
A. smartly B. wisely C. daily D. effectively |
Answer: wisely
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ESP Chapter 16. Usually ____ months before your new Department of Revenue and Finance Operations year, supervisors and department heads will prepare their individual budgets.
A. 3 B. 4 C. 5 D. 6 |
Answer: 4
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ESP Chapter 16. (Which statement is falsE. What is your local government communicating to its internal and external customers?
A. like your running through a maze B. the feeling a visitor gets about the organization C. how it does business D. should be pleasant and welcoming |
Answer: like your running through a maze
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ESP Chapter 16. Be aware of what you say without words, everything about you ____.
A. is looked at B. is judged C. communicates D. has a meaning |
Answer: communicates
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ESP Chapter 16. A pleasant work environment can improve____ .
A. self -image B. morale and productivity C. your mental health D. Who Cares |
Answer: morale and productivity
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ESP Chapter 16. Today, messages can be expressed face to face, phone call, voice mail, or E-mail. For customers who don't read well what is preferable communication method?
A. face to face B. phone call C. E-Mail D. memo |
Answer: phone call
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ESP Chapter 16. (True or False. Because a question that is poorly handled can lead to a complaint, question and complaints should be thought of together.
A. True B. False |
Answer: True
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ESP Chapter 16. (Which Statement is falsE. In reference to practicing good listening you should____?
A. take as much care when listening as you do when speaking B. When someone is talking, you can occasionally interrupt C. give the speaker your full attention D. Ask questions |
Answer: When someone is talking, you can occasionally interrupt
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ESP Chapter 16. Your actions and the actions of your employes affect the way people feel about your ____?
A. citizens B. city employees C. risk management plan D. local government |
Answer: local government
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ESP Chapter 16. As a supervisor, it is your job to continuously monitor how work is being done and to look for ways to improve service. In other words, citizens expect positive results at all ____?
A. service standard levels B. citizen expectations C. total quality management D. moments of truth |
Answer: moments of truth
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ESP Chapter 16. Customers are people who pay to receive ____.
A. goods and services B. credit cards with a limit C. a good product D. a good refund policy |
Answer: goods and services
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ESP Chapter 16. Courtesy includes____ , for example when streets must be closed for repairs courtesy means informing residents in advance.
A. scheduling, notifications, and announcements B. notifying in advance, courtesy, informing C. being polite, informing, expressing D. informing, telling, expressing |
Answer: scheduling, notifications, and announcements
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ESP Chapter 16. Generally speaking customers fall into one of two categories____?
A. citizens , outsiders B. internal , interpersonal C. service , service providing D. internal , external |
Answer: internal , external
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ESP Chapter 16. (Which statement is falsE. The following tips will help ensure good communication
A. Avoid words or phrases such as no, ill try, I don't know B. make it a point to be positive C. try to nod as the person is speaking, the speaker thinks you are listening D. Sometimes it is helpful to replay what has just been said to see how courteous it actually sounds |
Answer: try to nod as the person is speaking, the speaker thinks you are listening
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ESP Chapter 16. "The work environment" refers to everything associated in your work area, including organization, physical setup, seating, signage and temperature. All customers ____ are affected by environment.
A. spending money B. complaints and opportunities C. ideals D. internal and external |
Answer: internal and external
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ESP Chapter 16. (Which statement is falsE. The following are tips to help ensure good communication.
A. sometimes it is helpful to speak quickly and distinctly B. when talking with a customer, take your time C. listen carefully D. avoid fidgeting, doodling, or looking out the window |
Answer: sometimes it is helpful to speak quickly and distinctly
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ESP Chapter 16. When an area is poorly heated or cooled, for example, the impression is that the organization does not see the employee as a ____?
A. person B. valued customer C. valuable resource D. a true person |
Answer: valuable resource
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ESP Chapter 16. As a supervisor, make an effort to share the information you have, and clearly communicate by example and instruction that____?
A. gossip is seldom tolerated B. gossip is unacceptable C. the truth will set you free D. standards are set by management |
Answer: gossip is unacceptable
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ESP Chapter 16. A question that is that is poorly handled can lead to a ____.
A. disturbance B. danger signals C. complaint D. worry |
Answer: complaint
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ESP Chapter 16. No matter how hard you try to communicate, there will be times when, for whatever reason you are unable to resolve customers concerns. Try to remain calm and remember two things____?
A. its ok to subject yourself to verbal abuse, but remain calm B. its ok to be hostile towards your customers if they don't understand, but try to remain calm C. you do not need to subject yourself to verbal abuse or open hostility. As your local governments ambassador you can not engage in hostile behavior D. calm the customer quickly, try not to be hostile since you a local ambassador |
Answer: you do not need to subject yourself to verbal abuse or open hostility. As your local governments ambassador you can not engage in hostile behavior
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ESP Chapter 16. Sharing accurate and useful information about the government is a job for ____?
A. for every employee, every day, and benefits the government as well as citizens B. continuous media improvement on a daily basis C. continuous improvement, from every one, every day D. management, for the everyday benefit |
Answer: for every employee, every day, and benefits the government as well as citizens
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ESP Chapter 16. Unsafe practices and conditions usually lead to an accident or ____.
A. stress conditions B. near accident C. mistakes D. damage |
Answer: near accident
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ESP Chapter 16. (Which statement is falsE. Tips for ensuring professionalism in you work unit.
A. Avoid taking work breaks in private areas. Outdoor work crews should be mindful of this B. Stay up to date on the use of new equipment and on new methods for carrying out the work for your unit C. Develop guidelines for greeting customers, answering phone calls, and responding to E-mails D. Consider establishing phone ringing rule, every call should be picked up buy the third ring |
Answer: Avoid taking work break in private areas. Outdoor work crews should be mindful of this
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ESP Chapter 16. The identity of you local government will come from the way ____.
A. the customers feel about the local business B. city management handles a major crisis C. your local government identifies a potential problem D. its employees think and feel about it |
Answer: its employees think and feel about it
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ESP Chapter 16. No matter how a concern is brought to you attention it requires a ____.
A. prompt, courteous, accurate reply B. selecting, orienting, and training C. direct answer D. attention and selecting the accurate problem |
Answer: prompt, courteous, accurate reply
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ESP Chapter 16. Local governments use ____ to define customer service.
A. moments of truth B. accepted policies C. citizen’s expectations D. service standards |
Answer: service standards
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