IAHSS BASIC OFFICER CERTIFICATION 200
2026 EMERGENCY MANAGEMENT AND RISK
CONTROL STUDY GUIDE FOR SECURITY
OFFICERS
◉ Which of the following is NOT a true statement about customers'
perceptions of their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
D. Interaction is affected by all of your actions.
Answer: B. INTERACTION CAN ONLY BE PERCEIVED BY THE
WORDS STATED is NOT a true statement about customer's
perception of their experience..
◉ Which of the following is NOT one of the three powerful, personal
reasons to provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success.
,Answer: C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of
the three powerful, personal reasons to provide great customer
service.
◉ Which of the following describes the main objective of good
customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern
raised by the customer
D. To help the customer walk away with a neutral feeling.
Answer: A. The main objective of good customer service is TO MAKE
THE CUSTOMER WALK AWAY WITH A POSITIVE FEELING [about
the encounter].
◉ Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
,C. Non-paying external customer
D. Anyone with whom you interact.
Answer: D. A customer is defined as ANYONE WITH WHOM YOU
INTERACT.
◉ Which of the following is NOT a common technique to use when
providing good customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you.
Answer: B. USING INAPPROPRIATE BODY LANGUAGE is NOT a
common technique to use when providing good customer service.
◉ Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning,
problem solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of
decisions, processes, and changes
, D. Active participation on teams can engage employees.
Answer: C. Team building rarely contributes to support for
ownership of decisions, processes, and changes is NOT a true
statement.
◉ Which of the following is NOT an ongoing, or functional, work
team?
A. A project team
B. A natural team
C. A management team
D. A process improvement team.
Answer: A. A PROJECT TEAM is NOT an ongoing, or functional, work
team?
◉ To be successful, teams need which of the following?
A. Access to resources
B. Clearly defined boundaries
C. Access to people who know
D. Clearly defined purposes and goals
E. All of the above.
2026 EMERGENCY MANAGEMENT AND RISK
CONTROL STUDY GUIDE FOR SECURITY
OFFICERS
◉ Which of the following is NOT a true statement about customers'
perceptions of their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
D. Interaction is affected by all of your actions.
Answer: B. INTERACTION CAN ONLY BE PERCEIVED BY THE
WORDS STATED is NOT a true statement about customer's
perception of their experience..
◉ Which of the following is NOT one of the three powerful, personal
reasons to provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success.
,Answer: C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of
the three powerful, personal reasons to provide great customer
service.
◉ Which of the following describes the main objective of good
customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern
raised by the customer
D. To help the customer walk away with a neutral feeling.
Answer: A. The main objective of good customer service is TO MAKE
THE CUSTOMER WALK AWAY WITH A POSITIVE FEELING [about
the encounter].
◉ Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
,C. Non-paying external customer
D. Anyone with whom you interact.
Answer: D. A customer is defined as ANYONE WITH WHOM YOU
INTERACT.
◉ Which of the following is NOT a common technique to use when
providing good customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you.
Answer: B. USING INAPPROPRIATE BODY LANGUAGE is NOT a
common technique to use when providing good customer service.
◉ Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning,
problem solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of
decisions, processes, and changes
, D. Active participation on teams can engage employees.
Answer: C. Team building rarely contributes to support for
ownership of decisions, processes, and changes is NOT a true
statement.
◉ Which of the following is NOT an ongoing, or functional, work
team?
A. A project team
B. A natural team
C. A management team
D. A process improvement team.
Answer: A. A PROJECT TEAM is NOT an ongoing, or functional, work
team?
◉ To be successful, teams need which of the following?
A. Access to resources
B. Clearly defined boundaries
C. Access to people who know
D. Clearly defined purposes and goals
E. All of the above.
