Which of the following is a source of informal feedback?

Thank you letters, cards or emails

Which of the following is an example of formal feedback?

Call monitoring, coaching and observation

What is call monitoring in the context of customer service?

A. A process where a senior person monitors the quality of your work when you are on the phone with customers.

B. A process where a senior person monitors the quality of your work when you are writing emails to customers.

C. A process where a senior person monitors the quality of your work when you are meeting customers face-to-face.

D. A process where a senior person monitors the quality of your work when you are handling social media interactions.

How can a senior person monitor your calls during call monitoring?

A. They may monitor you remotely.

B. They may monitor you through video calls.

C. They may monitor you by reading your emails.

D. They may monitor you by checking your social media interactions.

What should be done with the feedback given during call monitoring?

A. It should be documented in writing.

C. It should be shared with customers.

D. It should be deleted immediately.

What is the primary purpose of coaching as described in the document?

To help you work out a problem for yourself by asking different types of questions

To provide direct solutions to problems

What skill does a trained coach possess according to the document?

The ability to enable you to make the decision on what should be done

The ability to make decisions for you

The ability to manage your workload

The ability to evaluate your performance

What is the purpose of observing you in your customer service role?

To monitor how you interact with customers

To assess your physical fitness

Who else, besides your supervisor, may observe you in your customer service role?

Your assessor/tutor or training provider

What is 360° feedback?

Feedback from people more senior, on the same level, and below you

Feedback from external stakeholders only

Feedback from your manager only

What can the results of 360° feedback be used to show?

How you are performing from an 'all round' point of view

How you are performing from a single perspective

How your customers perceive your service

Which of the following methods is used to gather feedback from customers to show which elements of service were positive and which areas may need improvement?

Surveys/feedback forms and questionnaires

What can the feedback from surveys and questionnaires be used for?

To develop products and services further to meet customer needs

To reduce the quality of service

Why might feedback on social media be more anonymous than giving feedback personally?

Because it can be given without revealing personal identity

Because it is not attached to a customer transaction

What is a potential downside of feedback given on social media?

There is no way of knowing if the feedback is accurate

It is always attached to a customer transaction

What might be a reason for a colleague or manager to send you an email?

To give you feedback on how you could have done things differently

To inform you about a new project

What type of feedback might customers provide via email?

Feedback on your service or their experience with your organization

Feedback on your social media posts

What is the purpose of employing mystery shoppers in an organization?

To test the levels of service provided

What will you not be made aware of after receiving feedback from a mystery shopper?

The identity of the mystery shopper

Who has to pay for the mystery shopper service?

The mystery shoppers themselves

Why is the feedback from mystery shoppers useful for an organization?

It shows how staff perform when they don’t know they are being observed

It helps in marketing strategies

It shows how staff perform when they know they are being observed

How can negative feedback be demotivating?

If it is handled insensitively and without constructive suggestions

Which of the following is NOT a characteristic of constructive feedback?

It should be given only when the performance is extremely poor.

It should be based on facts, not personal opinion or hearsay.

It should be given regularly and not stored up for an annual appraisal.

How you say something is often more important than what you say.

Why is the manner in which feedback is given important?

Because it is more important than what you say.

Because it determines the frequency of feedback.

Because it should be based on personal opinion.

Because it should be given only during annual appraisals.

When should positive feedback be given according to the document?

As soon as possible after the performance has occurred.

Only when the performance is extremely good.

What is the recommended frequency for giving feedback?

Regularly and not stored up for an annual appraisal or six-monthly review.

Only when there is a performance issue.

Only when the performance is extremely good.

What is one characteristic of positive people according to the document?

Feel undervalued and under-rewarded

How do negative people typically feel about successful people?

Are self-confident, kind, and friendly

What do positive people do that negative people do not, according to the document?

Feel undervalued and under-rewarded

Which of the following is NOT a characteristic of positive people?

Are self-confident, kind, and friendly

Admire and learn from successful people

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Understanding and Using Feedback Constructively

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What is one of the objectives of the session on understanding and using feedback constructively?

Which of the following is a suitable way to obtain feedback on your service skills and knowledge?

What should you be able to do after the session on understanding and using feedback constructively?

Which of the following is a key to evaluating your own performance?

Which of the following is NOT an example of informal feedback?

What should you be prepared to do after encouraging feedback?

Which of the following is an example of informal communication for feedback?

Which of the following is a source of informal feedback?

Which of the following is an example of formal feedback?

What type of feedback involves using surveys or feedback forms?

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