One of your customers has just said to you, "This service here is horrible." You should say:
answer
"What is it about the service that you have not liked?"
question
A customer came to your department with an urgent question. You promised here that
you would collect information about her question and answer it by noon. It will take you at
least 20 minutes to gather the information needed to provide an answer. It is now 11:50
a.m. Your supervisor just scheduled a 30-minute meeting to start at noon This meeting is
for all employees in your department. You decide to:
answer
Ask your supervisor if you can be late for the meeting.
question
Terry, who has been an employee in your department for about six months, can be
careless about safety. He hasn't been involved in any serious accidents, but he's had many
near misses. Your supervisor asked you to introduce a new employee, Susan, so the
department and to help with her training. Terry overheard and offered to show Susan the
safety procedures. Your supervisor thought that would be a great idea. What should you
do?
answer
Tell your supervisor that Terry has had many near misses and not much experience.
question
It's been a very busy day, and you have just gotten a customer complaint. This is the third
time today that this same customer has complained to an employee about the same
problem. However, it's the first time that you have spoken with her. You best course of
action is to:
answer
Apologize to the customer and ask if she would like to speak to a supervisor.
question
Each shift, you have to complete several task before leaving for the day. It is near the end
of your shift and you probably will not have enough time to finish all of your assigned
work before leaving. The best thing you can do is:
answer
Explain the situation to your supervisor and ask for help.
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