You have finished all the Service Excellence modules and quizzes. It’s time to take your final assessment! Remember, assessments must be passed with a score of 80% or higher before moving on to the next module.
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Service Excellence Final Assessment
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You’ve completed the Service Excellence Final assessment! If you received a score of 80% or higher, you can move on to to the next course. If not, look over your notes and retake the final assessment when you’re ready!
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Question 1 of 25
1. Question
Service training is important because it supports the cornerstone of credit union philosophy. What is this credit union philosophy?
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Question 2 of 25
2. Question
Service training allows us to develop the ________________ needed to get more____________.
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Question 3 of 25
3. Question
Excellent service is accomplished by developing long-term relationships with members.
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Question 4 of 25
4. Question
______________ plays a role in providing excellent service.
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Question 5 of 25
5. Question
Excellent service is _____________________________.
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Question 6 of 25
6. Question
What percentage of members leave the credit union due to product offerings?
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Question 7 of 25
7. Question
Positive experiences mean repeat business and member loyalty.
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Question 8 of 25
8. Question
Twenty-seven percent of members leave the credit union based on how they are treated.
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Question 9 of 25
9. Question
Receiving complaints is never good.
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Question 10 of 25
10. Question
Relationships are strengthened or broken based on _____________________________.
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Question 11 of 25
11. Question
Moments of Truth only apply to how we treat other employees.
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Question 12 of 25
12. Question
Going out of your way to meet people and getting to know them are part of Member Recognition.
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Question 13 of 25
13. Question
Empathizing with members is not an important part of handling their complaints.
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Question 14 of 25
14. Question
Taking responsibility and being aware of policy changes are both important parts of which element of Service Excellence?
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Question 15 of 25
15. Question
We can be in control if we choose to be in control, or we can choose to be controlled.
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Question 16 of 25
16. Question
Member feedback provides us with an opportunity to respond or explain.
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Question 17 of 25
17. Question
Under-promising and over-delivering are suggested tips for successful Follow Through.
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Question 18 of 25
18. Question
Listen, summarize, take-action are all steps in which Service Excellence element?
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Question 19 of 25
19. Question
Maintaining ownership refers to which of the following elements of Service Excellence?
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Question 20 of 25
20. Question
What are the important aspects of having a Professional Image? Select ALL that apply.
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Question 21 of 25
21. Question
Having updated policies and procedures is part of which element of Service Excellence?
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Question 22 of 25
22. Question
Complaints from members and co-workers are NEVER a good thing.
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Question 23 of 25
23. Question
Rushed service provides members and employees with Service Excellence.
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Question 24 of 25
24. Question
It’s important not to blame others when members or employees are not provided with a Fast Response.
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Question 25 of 25
25. Question
Which is the most important element of Excellent Service?
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