Supervisor Module 2 - Customer & Employee Focus For Rescare Workforce Services

1.

What are some things a supervisor can do to make customer service a top priority? (Check all that apply.)

A.

Define customer service standards and goals.
B.

Include customer service goals in MVP's.
C.

Strive for continuous improvement.
D.

Recognize employees who provide "World Class" customer service.

Correct Answer(s)
A. Define customer service standards and goals.
B. Include customer service goals in MVP's.
C. Strive for continuous improvement.
D. Recognize employees who provide "World Class" customer service.

Explanation
A supervisor can make customer service a top priority by defining customer service standards and goals, including customer service goals in MVP's, striving for continuous improvement, and recognizing employees who provide "World Class" customer service. By setting clear standards and goals, the supervisor establishes expectations for the team. Including customer service goals in MVP's ensures that customer service is considered as an important aspect of the overall business strategy. Striving for continuous improvement shows a commitment to constantly enhancing the customer experience. Recognizing employees who provide exceptional customer service encourages and motivates the team to prioritize customer satisfaction.

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2.

Supervisors should role model the "Three A's" to create a positive customer service image. The "Three A's" are appearance, attitude, and ________.

A.

Accountability
B.

Activity
C.

Actions

Correct Answer
C. Actions

Explanation
Supervisors should role model the "Three A's" to create a positive customer service image. The "Three A's" are appearance, attitude, and actions. This means that supervisors should not only focus on their appearance and attitude, but also on their actions. By demonstrating positive and proactive actions, supervisors can show their commitment to providing excellent customer service and inspire their team members to do the same. This includes taking responsibility for their actions, being accountable for their decisions, and actively engaging in actions that contribute to a positive customer service experience.

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3.

When providing feedback about customer service performance, use ________________ language, as opposed to evaluative language. This ensures that our feedback is objective, specific, and does not include interpretation or judgment.

A.

Aggressive
B.

Descriptive
C.

Passive
D.

formal

Correct Answer
B. Descriptive

Explanation
When providing feedback about customer service performance, it is important to use descriptive language rather than evaluative language. Descriptive language focuses on objectively describing the specific behaviors or actions observed, without including interpretation or judgment. This helps to ensure that the feedback is objective and specific, allowing the recipient to understand exactly what they did well or need to improve upon. Using evaluative language, such as aggressive or judgmental terms, can lead to miscommunication and defensiveness. Therefore, using descriptive language is the most effective way to provide constructive feedback.

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4.

What are the three stages of Employee Development? (Choose one.)

A.

Orientation, Development, Accountability
B.

Orientation, Discovery, Accountability
C.

Orientation, Development, Empowerment
D.

Expectations, Development, Empowerment

Correct Answer
C. Orientation, Development, Empowerment

Explanation
The correct answer is Orientation, Development, Empowerment. This answer accurately identifies the three stages of employee development. Orientation refers to the initial process of introducing new employees to the organization and their roles. Development involves providing training and opportunities for growth and improvement. Empowerment focuses on giving employees autonomy and authority to make decisions and take ownership of their work. These stages reflect the progression of an employee's growth and development within an organization.

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5.

What are some characteristics of employees who are in the Development Stage? (Check all that apply.)

A.

Has completed orientation
B.

Assumes minimal or no responsibility
C.

Needs a lot of your attention
D.

Becomes more independent
E.

Understands expectations and standards

Correct Answer(s)
A. Has completed orientation
D. Becomes more independent
E. Understands expectations and standards

Explanation
Employees who are in the Development Stage have completed orientation, which means they have been introduced to the organization and its policies. They also become more independent, indicating that they are able to work with less supervision and take on more responsibilities. Additionally, they understand expectations and standards, suggesting that they are aware of what is required of them in terms of performance and behavior.

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6.

What type of support should a manager provide for an employee who is in the Empowerment Stage? (Check all that apply.)

A.

Recognize that the employee no longer needs performance evaluations.
B.

Monitor the employee very closely.
C.

Focus on guidance and direction with limited input from the employee.
D.

Create opportunities for career development.

Correct Answer
D. Create opportunities for career development.

Explanation
In the Empowerment Stage, the employee has developed the skills and confidence to work independently. Therefore, the manager should focus on creating opportunities for career development to further enhance the employee's skills and provide growth opportunities. This support will help the employee continue to progress and reach their full potential.

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7.

True or False: During the Orientation Stage, supervisors should invest time in up-front training that is tailored to the employee's new position and establish clear expectations for the employee.

A.

True
B.

False

Correct Answer
A. True

Explanation
During the Orientation Stage, supervisors should invest time in up-front training that is tailored to the employee's new position and establish clear expectations for the employee. This is because the orientation stage is crucial for setting a strong foundation for the employee's success in their new role. By providing tailored training, supervisors can ensure that the employee is equipped with the necessary skills and knowledge to perform their job effectively. Additionally, establishing clear expectations helps the employee understand what is expected of them, reducing confusion and promoting productivity.

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8.

What is the supervisor's role in Employee Career Development? (Check all that apply.)

A.

Get to know your employees and their goals.
B.

Decide the best career path for the employee based on your observations alone.
C.

Help identify strengths and areas for growth.
D.

Keep employees informed of open positions that fit with their career goals.

Correct Answer(s)
A. Get to know your employees and their goals.
C. Help identify strengths and areas for growth.
D. Keep employees informed of open positions that fit with their career goals.

Explanation
The supervisor's role in employee career development includes getting to know employees and their goals, helping identify their strengths and areas for growth, and keeping them informed of open positions that align with their career goals.

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9.

What are some characteristics of an effective employee recognition program? (Check all that apply.)

A.

The program should reflect the company's values.
B.

The program can be sporatic and should apply only to certain employees.
C.

The recognition should be provided only at the end of the year.
D.

The program should use both formal and informal rewards.
E.

Correct Answer(s)
A. The program should reflect the company's values.
D. The program should use both formal and informal rewards.

Explanation
An effective employee recognition program should reflect the company's values because it helps reinforce the desired behaviors and culture within the organization. This ensures that the recognition program aligns with the overall goals and objectives of the company. Additionally, using both formal and informal rewards is important as it caters to different employee preferences and provides a variety of ways to acknowledge and appreciate their efforts.

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10.

True or False: An effective employee recognition program can reinforce behaviors that are valued in your operation and help employees see their contributions.

A.

True
B.

False

Correct Answer
A. True

Explanation
An effective employee recognition program can reinforce behaviors that are valued in your operation and help employees see their contributions. This is because recognition programs provide positive reinforcement for employees who demonstrate desired behaviors, which encourages them to continue performing at a high level. By recognizing and rewarding employees for their contributions, they feel valued and motivated to continue making a positive impact on the organization. This can lead to increased employee morale, engagement, and productivity.

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