Customer Service
Some Actual Test Questions
Customer Service
How Positive is Your Attitude?
Most customer service employees that fail do so because of ATTITUDE. If you don't get to first base with customers, clients or guests, the game is over before it begins.
Nothing in customer service is better than SENDING A POSITIVE ATTITUDE to all with whom you come in contact.
The attitude you project to others depends primarily on the way you look at your job. To measure your attitude toward others, complete this exercise.
CIRCLE THE EXTENT YOU AGREE OR DISAGREE WITH EACH STATEMENT.
| AGREE | DISAGREE |
| 1. There is nothing demeaning about assisting or serving others. | 5 | 4 | 3 | 2 | 1 |
| 2. I can be cheerful and positive to everyone regardless of age or appearance. | 5 | 4 | 3 | 2 | 1 |
| 3. On bad days when nothing goes right, I can still find ways to be positive. | 5 | 4 | 3 | 2 | 1 |
| 4. The higher the quality of service I provide, the better I feel. | 5 | 4 | 3 | 2 | 1 |
| 5. I am enthusiastic about my job. | 5 | 4 | 3 | 2 | 1 |
| 6. Encountering different "people" situations from time to time will not cause me to be negative. | 5 | 4 | 3 | 2 | 1 |
| 7. The idea of being a professional at customer contact is motivating. | 5 | 4 | 3 | 2 | 1 |
| 8. Performing a "people-oriented" job is both challenging and fun. | 5 | 4 | 3 | 2 | 1 |
| 9. I receive great pleasure when others compliment me or my organization for superior service. | 5 | 4 | 3 | 2 | 1 |
| 10. Doing well in all aspects of my job is very important to me. | 5 | 4 | 3 | 2 | 1 |