World-Class Service
World-Class Service Quiz
Test your knowledge on providing world-class service in a university setting. This quiz covers essential aspects of customer interactions, proxy access verification, and effective communication strategies.
- 5 Thought-Provoking Questions
- Multiple Choice Format
- Score Your Understanding of Service Excellence
What 4 things must you do to verify proxy access?
Proxy’s name, Student’s C#/EMPLID/UM email, Student’s DOB, and Proxy’s address
Student’s name, Student’s C#/EMPLID/UM email, Proxy’s name, and Proxy’s email on file
Student’s name, Student’s birth certificate, Student’s C#/EMPLID/UM email, Proxy’s name
It is not needed under any circumstance
According to the ’Canes Central De-escalation SLA, if a student or proxy demands to speak with a supervisor, what is a positive way to handle the conversation?
Express empathy by offering to assist and try to work with them
Reach a resolution and submit a case if necessary
Avoid stating that a supervisor is not on site
All of the Above
How can an employee’s tone affect how the employee portrays world-class service?
Match the tone of the student, whether low or high
Focus on tone and pitch as a means to express empathy and engage
A low tone is essential as no one gravitates toward a high tone
None of the above
What is the maximum amount of time a caller should be on hold before you check in with the caller?
60 seconds
90 seconds
120 seconds
180 seconds
240 seconds
If a proxy calls, we would log the call under the student’s Contact Record so we always have it linked to the student.
True
False
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