Advocacy Flashcards

What is the relationship between employees and management sometimes called?

Answer: Employee relations

The relationship between employees and management is commonly referred to as employee relations. This term encompasses the various interactions, policies, and practices that define how an organization manages its workforce. Effective employee relations are vital for fostering a positive work environment and ensuring smooth operations.

Which of the following may union members NOT do during picketing?

Answer: Block entrances to the building

During picketing, union members have the right to carry signs, protest management decisions, and congregate outside a facility to express their views. However, they are legally prohibited from blocking entrances to the building. This restriction ensures that business operations are not unduly obstructed and that individuals can access the premises safely.

Which of the following is NOT a true statement about customers' perceptions of their experience?

Answer: Interaction can only be perceived by words stated.

Customers' perceptions of their experience are complex and influenced by many factors, not just spoken words. Interaction is highly subjective, affected by body language, tone of voice, and all actions taken by the service provider. Therefore, stating that interaction can *only* be perceived by words is false, as non-verbal cues and overall behavior play a significant role.

Which of the following is NOT one of the three powerful, personal reasons to provide great customer service?

Answer: Trying to impress your supervisor

Providing great customer service offers several personal benefits, such as increased job satisfaction, reduced stress and hassle, and greater job success. While impressing a supervisor might be a secondary outcome, it is not considered one of the primary, intrinsic personal reasons for delivering excellent service. The core motivations are typically centered on personal well-being and professional achievement.

Which of the following describes the main objective of good customer service?

Answer: To make the customer walk away with a positive feeling

The main objective of good customer service is to ensure the customer leaves with a positive feeling about their experience. This goes beyond simply addressing their immediate need; it aims to create satisfaction, build loyalty, and foster a favorable impression of the organization. A positive feeling encourages repeat business and positive word-of-mouth.

Which of the following is the definition of a customer?

Answer: Anyone with whom you interact

In a comprehensive service context, a 'customer' is broadly defined as anyone with whom you interact, whether they are external paying clients, non-paying visitors, or internal colleagues. This inclusive definition emphasizes that everyone deserves a high level of service and respect. It recognizes that all interactions contribute to the overall organizational environment and success.

Which of the following is NOT a common technique to use while providing good customer service?

Answer: Use inappropriate body language

Common techniques for providing good customer service include acknowledging needs, offering alternatives, and expressing gratitude. Using inappropriate body language, such as slouching, crossing arms defensively, or avoiding eye contact, is detrimental to customer service. Positive body language is crucial for conveying attentiveness, respect, and a willingness to help.