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Managing Customer Service: Practices in Practice
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Question 1 of 1
1. Question
For each activity listed below, write down which practice(s) it belongs in:
- Challenge the process
- Inspire a shared vision
- Enable others to act
- Model the way
- Encourage the heart of employees
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Activity
Practice Number(s)
Communicate often. Make sure communication runs both ways. Be aware of changing environment. Make sure everyone understands the end results and their role and how they will benefit. Plot a procedure. Break it down into its parts. Ask for help from others. Constantly evaluate current products and procedures. Reserve judgment until you have the facts but be willing to come to decisions. Give employees projects for which they can take responsibility. Lead and direct the process, but make it an “us” collaboration. Measure your deliverables. Create a collaborative basic plan for growth. Demonstrate integrity in your own actions. Recognise individuals the way they want to be recognised. Trust and provide visible evidence that you trust. Celebrate success together. Make sure others see what is in it for them; how they will benefit. Help others understand why they must innovate and be competitive, viable, and marketable. Share how you see the business/organization in 10 years. Benchmark and find out how “X” is doing it. Explore risks. Be willing to take small risks to innovate. Do a SWOT analysis. Provide people with both opportunities and resources. Develop effective strategies for resolving conflict. Really delegate. Live with mistakes and learn from them. Be visible and accessible. Set reasonable short-term goals. Demonstrate random acts of kindness. Celebrate and post external accomplishments. Recognise strengths and recognise victories over challenges. Find ways to recognise teams: verbally, in writing, and with tokens of appreciation.
Hint
Activity Practice Number(s) Communicate often. Make sure communication runs both ways. Practice #2 Be aware of changing environment. Practice #1 #4 Make sure everyone understands the end results and their role and how they will benefit. Practice #3 Plot a procedure. Break it down into its parts. Practice #4 Ask for help from others. Practices #1 & 3 Constantly evaluate current products and procedures. Practice #4 Reserve judgment until you have the facts but be willing to come to decisions. Practice #4 Give employees projects for which they can take responsibility. Practice #3 Lead and direct the process, but make it an “us” collaboration. Practices #2, 4 & 5 Measure your deliverables. Practice #4 Create a collaborative basic plan for growth. Practice #2 Demonstrate integrity in your own actions. Practice #2 Recognise individuals the way they want to be recognised. Practice #5 Trust and provide visible evidence that you trust. Practice #3 Celebrate success together. Practices #4 & 5 Make sure others see what is in it for them; how they will benefit. Practices #2 & 4 Help others understand why they must innovate and be competitive, viable, and marketable. Practices #1 & 3 Share how you see the business/organization in 10 years. Practices #2 & 4 Benchmark and find out how “X” is doing it. Practice #4 Explore risks. Be willing to take small risks to innovate. Practice #1 Do a SWOT analysis. Practices #1 & 4 Provide people with both opportunities and resources. Practice #2 Develop effective strategies for resolving conflict. Practice #3 Really delegate. Live with mistakes and learn from them. Practice #3 Be visible and accessible. Practice #4 Set reasonable short-term goals. Practice #4 Demonstrate random acts of kindness. Practices #4 & 5 Celebrate and post external accomplishments. Practices #4 & 5 Recognise strengths and recognise victories over challenges. Practices #2 & 5 Find ways to recognise teams: verbally, in writing, and with tokens of appreciation. Practices #2 & 5