IAHSS ADVANCED STANDARD EXAMS ANSWERS
AND QUESTIONS SET A+
✔✔What customers want - ✔✔Even though situations and customer motives differ,
several points are common: Reliability and competence, responsiveness and empathy,
making the customer feel valued.
✔✔Attitude is everything - ✔✔First impressions are import, The impression you project
affects how the customer react to you. Appearing professional, friendly, approachable,
and positive makes you better able to meet the needs of customers.
✔✔Key traits security personnel should have to deliver good customer service. -
✔✔Emotional awareness and concern, problem solving, initiative and responsibility,
explaining and informing.
✔✔What are the four basic elements of the Fish philosophy? - ✔✔1. Choose your
attitude. 2. Play 3. Make their day. 4. Be present be there.
✔✔Choose your attitude - ✔✔When you choose your attitude for the day you take the
responsibility that you are the one responsible for your attitude.
✔✔Play - ✔✔When people are presented with an opportunity to be passionate about
their work and express themselves creatively, play naturally happens. "Play" not only
encourages camaraderie and good will, but also inspires innovative thinking.
✔✔Make their day - ✔✔Creating a memory with each person you contact. Positive
memories through creative interaction with your customers boost morale in both staff
and customers. In these interactions, both staff and customer are engaged in what's
going on.
✔✔Be present Be there - ✔✔When interacting with a customer, you need to be present
and focused on the client, rather than preoccupied with multi-tasking.
, ✔✔Communication - ✔✔Effective communication is crucial in meeting the needs of your
customers.
✔✔Verbal communication - ✔✔Tone of voice, volume, and rate of speech.
✔✔Non verbal communication - ✔✔according to Albert Mehabrian's research on
communication 93 percent of any message is communicated through body language
and tone of voice; 7 percent of what we actually communicate is verbal.
✔✔The other's Perspective - ✔✔Communication is two sided. Assuming you
understand someone's behavior without asking questions first is a mistake. Train
yourself to ask different kinds of questions (both open and close) to understand
situations.
✔✔Tools for measuring Customer Experiences - ✔✔Paper or telephone surveys; focus
groups; performance improvement strategies; benchmarking; comment cards; service
standards; annual evaluation's; and investigations.
✔✔What does the phrase have a heart mean? - ✔✔Be Honest, empathic, appreciative,
respectful, and tolerant.
✔✔Maintaining a good attitude - ✔✔Remind yourself of the correlation between
maintaining a positive attitude and taking time for yourself.
✔✔Steps in reducing Stress - ✔✔Enhance your coping skills, take steps to minimize the
stress of shift work and sleep deprivation, take periodic breaks to put things into
perspective, learn to use positive self-talk to improve your attitude, participate in team
building activities, and show concern for co-workers.
✔✔Healthcare facilities that provide ________ customer service motivate customers to
tell others about these organizations. - ✔✔Excellent
✔✔Process improvements in customer service can be measured how? - ✔✔Surveys,
monitoring performance, benchmarking, and service standards.
✔✔_____ can be an excellent way to measure customer service and improve
performance - ✔✔Feedback
✔✔Communication is __________ - ✔✔93 percent body language, and 7 percent
words.
✔✔_________ is an element in improving customer service. - ✔✔Identifying customers,
attitude, communication, and training
AND QUESTIONS SET A+
✔✔What customers want - ✔✔Even though situations and customer motives differ,
several points are common: Reliability and competence, responsiveness and empathy,
making the customer feel valued.
✔✔Attitude is everything - ✔✔First impressions are import, The impression you project
affects how the customer react to you. Appearing professional, friendly, approachable,
and positive makes you better able to meet the needs of customers.
✔✔Key traits security personnel should have to deliver good customer service. -
✔✔Emotional awareness and concern, problem solving, initiative and responsibility,
explaining and informing.
✔✔What are the four basic elements of the Fish philosophy? - ✔✔1. Choose your
attitude. 2. Play 3. Make their day. 4. Be present be there.
✔✔Choose your attitude - ✔✔When you choose your attitude for the day you take the
responsibility that you are the one responsible for your attitude.
✔✔Play - ✔✔When people are presented with an opportunity to be passionate about
their work and express themselves creatively, play naturally happens. "Play" not only
encourages camaraderie and good will, but also inspires innovative thinking.
✔✔Make their day - ✔✔Creating a memory with each person you contact. Positive
memories through creative interaction with your customers boost morale in both staff
and customers. In these interactions, both staff and customer are engaged in what's
going on.
✔✔Be present Be there - ✔✔When interacting with a customer, you need to be present
and focused on the client, rather than preoccupied with multi-tasking.
, ✔✔Communication - ✔✔Effective communication is crucial in meeting the needs of your
customers.
✔✔Verbal communication - ✔✔Tone of voice, volume, and rate of speech.
✔✔Non verbal communication - ✔✔according to Albert Mehabrian's research on
communication 93 percent of any message is communicated through body language
and tone of voice; 7 percent of what we actually communicate is verbal.
✔✔The other's Perspective - ✔✔Communication is two sided. Assuming you
understand someone's behavior without asking questions first is a mistake. Train
yourself to ask different kinds of questions (both open and close) to understand
situations.
✔✔Tools for measuring Customer Experiences - ✔✔Paper or telephone surveys; focus
groups; performance improvement strategies; benchmarking; comment cards; service
standards; annual evaluation's; and investigations.
✔✔What does the phrase have a heart mean? - ✔✔Be Honest, empathic, appreciative,
respectful, and tolerant.
✔✔Maintaining a good attitude - ✔✔Remind yourself of the correlation between
maintaining a positive attitude and taking time for yourself.
✔✔Steps in reducing Stress - ✔✔Enhance your coping skills, take steps to minimize the
stress of shift work and sleep deprivation, take periodic breaks to put things into
perspective, learn to use positive self-talk to improve your attitude, participate in team
building activities, and show concern for co-workers.
✔✔Healthcare facilities that provide ________ customer service motivate customers to
tell others about these organizations. - ✔✔Excellent
✔✔Process improvements in customer service can be measured how? - ✔✔Surveys,
monitoring performance, benchmarking, and service standards.
✔✔_____ can be an excellent way to measure customer service and improve
performance - ✔✔Feedback
✔✔Communication is __________ - ✔✔93 percent body language, and 7 percent
words.
✔✔_________ is an element in improving customer service. - ✔✔Identifying customers,
attitude, communication, and training
