Every other week a new question relating to customer service (principles, professionals in the field, etc) was posted on the Above & Beyond website and in the Laurel Leaf. Participants submitted their answer/choice to the Office of Human Resources through email or by phone.

The Office of Human Resources drew one name from the correct entries. Winners received a gift and were announced on this website and in an issue of the Laurel Leaf.

Barb Shell, Dining Services, was winner of the end-of-program random drawing.
Thank you to all who participated in the quizzes!
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QUIZ RESULTS

Quiz Question for May 1, 2003
Which method of providing service allows you the greatest opportunity to communicate clearly and effectively?
A. Telephone
B. Face-to-face
C. Email
D. All of the above

The correct answer is B. Face-to-face. Winner - Carol Ahrens, Student Affairs.


Quiz Question for April 17, 2003
Why might an employee want to adopt good email communication habits?
A. To establish personal credibility
B. To reflect the professionalism expected by Grinnell College
C. To decrease the likelihood that their text will be misinterpreted by the recipient
D. All of the above

The correct answer is D. All of the above. Winner - Joyce Hauser, Student Affairs.


Quiz Question for April 3, 2003
Restaurateur Bob Farrell is best known for what catchphrase indicating that service providers should exceed their customers' expectations:
A. Every customer who walks in my door is the apple of my eye!
B. Give a little; get a little.
C. The Customer is ALWAYS Right!
D. Give 'em the Pickle!

The correct answer is D. Give 'em the Pickle! Winner - Mary Heitsman, Science Division Office.


Quiz Question for March 6, 2003
The Office of Human Resources at Grinnell College has offered customer service related programs on all, but one, of these topics during the past year:
A. Advanced Connections - Building a Service Culture at Grinnell
B. Snack & Chat for Employees - Exceeding Customers' Expectations
C. Telephone Manners: Phone Skills for College Employees
D. Grinnell College Family Feud: Customer Service Challenge

The correct answer is C. Telephone Manners... Winner - Lyle Bauman, Dining Services-Cowles.


Quiz Question for February 20, 2003
What well known author recently co-authored (with her husband) the "email etiquette" guide, You Send Me: Getting It Right When You Write On-line?
A. Emily Post
B. Patricia T. O'Conner
C. Hillary Clinton
D. Patricia Cornwell

The correct answer is B. Patricia T. O'Conner. Winner - Helyn Wohlwend, Steiner Academic Office.


Quiz Question for February 6, 2003
A characteristic of a good team player is:
A. trustworthy.
B. helpful.
C. dependable.
D. all of the above.

The correct answer is D. all of the above. Winner - Nicole Braafhart, Alumni Relations and Development.


Quiz Question for January 23, 2003
When you, as a service provider, say "I'm sorry" to a customer your purpose is :
A. to accept blame for the situation.
B. to end the altercation.
C. to express understanding and empathy.
D. - never say "I'm sorry" to a customer.

The correct answer is C. to express understanding and empathy. Winner - Karen Thomson, Science Division Office.


Quiz Question for January 9, 2003
At an educational institution, your internal customer could include:
A. a work-study student.
B. the co-worker sitting right next to you.
C. your supervisor.
D. all of the above.

The correct answer is D. all of the above. Winner - Brenda Strong, Student Affairs.


Quiz Question for December 19, 2002
Finish this sentence with one of the selections below: A key technique for building rapport with customers is _______.
A. to give the customer a pat on the back
B. to use the customer's name when speaking with him/her
C. to let the customer keep the pen they borrow from you
D. to speak as quickly as possible (so you don't waste the customer's time)

The correct answer is B. to use the customer's name when speaking with them. Winner - Denise May, Information Technology Services - Green Team



Quiz Question for December 5, 2002
Who most likely needs to be listened to and assured while receiving immediate action?
A. an upset customer
B. a long-time customer
C. a new customer
D. a prospective customer

The correct answer is A. an upset customer. Winner - Julie VanErsvelde, Alumni Relations and Development


Quiz Question for November 21, 2002
Customer Service means:
A. Doing ordinary things extraordinarily well
B. Taking care of the customer as you would like to be treated
C. Adding value and integrity to every interaction
D. All of the above

The correct answer is D. All of the above. Winner - Marsha Mashmann, Accounting


Quiz Question for November 7, 2002
Which of the following is NOT a technique for building rapport?
A. Use the customer's name
B. Avoid eye contact
C. Say "please" and "thank you"
D. Explain your reasons for saying "no"

The correct answer is B. Avoid eye contact. Winner - Mary Phipps, Office of Admission


Quiz Question for October 24, 2002
Which of the following is NOT one of Stephen Covey's 7 Habits of Highly Effective People?
A. Think Win-Win
B. Sharpen the Saw
C. Early to Bed; Early to Rise
D. Begin with the End in Mind

The correct answer is C. Early to Bed; Early to Rise. Winner - Cecilia Knight, Burling Library