CUSTOMER SERVICE REFERENCE AND PROCEDURES
EXAM QUIZZES WITHACTUAL ANSWERS .
Publix Mission - correct Answers -Our Mission at Publix is to be the premier quality food
retailer in the world. To that end we commit to be: passionately focused on customer value,
intolerant of waste, dedicated to the dignity, value, and employment security of our associates,
devoted to the highest standards of stewardship for our stockholders, and involved as responsible
citizens in our communities.
CALM approach - correct Answers -stay Cool, Apologize for problem, Listen with empathy,
Make it right
ADA - correct Answers -Americans with Disabilities Act requires all public facilities to provide
accommodations for individuals with disabilities. This includes physical and mental disabilities.
Four steps of legendary customer service - correct Answers -Greet, Observe to engage
conversation, Create their happily ever after, Thank/Invite
Strategic task for customer service - correct Answers -Providing premier customer service
Machinery minor's can use - correct Answers -Bread cutter in bakery
What you're responsible for in the admin role - correct Answers -Providing premier service,
ensuring time and payroll admin is accurate, and processing new hires and coordinating with
department managers
Who is responsible for notifying managers when new associates are hired? - correct Answers -
CSTL
, SHARP - correct Answers -Used for Prior Punch Adjustments, Mileage reimbursements, and log
training before the systems were updated
Who organizes the training room? - correct Answers -The CSTL
How far back should you keep personnel and medical information filed for adult workers? -
correct Answers -Up to the last 12 months
Who used to be responsible for the customer service mailbox and logging training? - correct
Answers -The administrative coordinator
Planning for premier service binder - correct Answers -A tool used by FECs to ensure cleaning
and operational tasks are completed
Throughput - correct Answers -How fast customers flow through your lines
Age for operating powered shipping carts - correct Answers -18 years or older
Age to operate compactor and baler - correct Answers -18 years or older
Who is allowed to clean up bodily fluids and blood? - correct Answers -Only trained first-aid
responders and under no circumstances a minor
Chemical Safe-use and Authorization chart - correct Answers -Lists what PPE you need to wear
when using chemicals
SDS - correct Answers -Safety Data Sheet and is located in Publix Connection
Temperature Danger Zone - correct Answers -40-140 degrees F
EXAM QUIZZES WITHACTUAL ANSWERS .
Publix Mission - correct Answers -Our Mission at Publix is to be the premier quality food
retailer in the world. To that end we commit to be: passionately focused on customer value,
intolerant of waste, dedicated to the dignity, value, and employment security of our associates,
devoted to the highest standards of stewardship for our stockholders, and involved as responsible
citizens in our communities.
CALM approach - correct Answers -stay Cool, Apologize for problem, Listen with empathy,
Make it right
ADA - correct Answers -Americans with Disabilities Act requires all public facilities to provide
accommodations for individuals with disabilities. This includes physical and mental disabilities.
Four steps of legendary customer service - correct Answers -Greet, Observe to engage
conversation, Create their happily ever after, Thank/Invite
Strategic task for customer service - correct Answers -Providing premier customer service
Machinery minor's can use - correct Answers -Bread cutter in bakery
What you're responsible for in the admin role - correct Answers -Providing premier service,
ensuring time and payroll admin is accurate, and processing new hires and coordinating with
department managers
Who is responsible for notifying managers when new associates are hired? - correct Answers -
CSTL
, SHARP - correct Answers -Used for Prior Punch Adjustments, Mileage reimbursements, and log
training before the systems were updated
Who organizes the training room? - correct Answers -The CSTL
How far back should you keep personnel and medical information filed for adult workers? -
correct Answers -Up to the last 12 months
Who used to be responsible for the customer service mailbox and logging training? - correct
Answers -The administrative coordinator
Planning for premier service binder - correct Answers -A tool used by FECs to ensure cleaning
and operational tasks are completed
Throughput - correct Answers -How fast customers flow through your lines
Age for operating powered shipping carts - correct Answers -18 years or older
Age to operate compactor and baler - correct Answers -18 years or older
Who is allowed to clean up bodily fluids and blood? - correct Answers -Only trained first-aid
responders and under no circumstances a minor
Chemical Safe-use and Authorization chart - correct Answers -Lists what PPE you need to wear
when using chemicals
SDS - correct Answers -Safety Data Sheet and is located in Publix Connection
Temperature Danger Zone - correct Answers -40-140 degrees F
