World-Class Service

A professional and welcoming office setting with employees assisting students, emphasizing customer service and communication skills.

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

5 Questions1 MinutesCreated by HelpingHand123

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?

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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