Check for Understanding: Monitoring Service Standards - Exercise

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Check for Understanding: Monitoring Service Standards - Exercise

Check for Understanding: Monitoring Service Standards

Duration: 5 to 10 minutes.

In this exercise, please respond to the questions:

  1. Monitoring service standards is the responsibility of which of the following groups?
    1. Managers.
    2. Customers.
    3. Service Teams.
    4. Financial Partners.
  2. In the following scenario, which method of monitoring service standards is the manager using? Manager Bob calls a meeting of the department supervisors to discuss a problem he noticed when walking through the call center. Several of the employees were on break at the same time and the phones were ringing without being answered.
    1. Observation.
    2. One-on-one meeting.
    3. Regular staff meeting.
    4. Informal discussion.
  3. Each employee is responsible for his or her own performance relevant to the annual goals. How is this related to service standards?
    1. There is no relevance. Annual goals and service standards are different responsibilities.
    2. Service standards are the same thing as annual goals.
    3. Annual goals are tied to service standards.
    4. Performance levels are calculated based on service standard adherence, not annual goal achievement.

Solution:

  1. A and C. The managerial staff and the service teams are responsible for monitoring service standards.
  2. A. Observation.
  3. C. Annual goals are tied to service standards.
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