Podcast
Questions and Answers
What is the purpose of the training that the associate receives before interacting with customers?
What is the purpose of the training that the associate receives before interacting with customers?
- To reduce the number of interactions with customers
- To maximize revenue for the company
- To ensure that the associate understands the company's customer service offering (correct)
- To encourage associates to focus on eye contact only
What is one of the main responsibilities of the manager after an associate has completed their training?
What is one of the main responsibilities of the manager after an associate has completed their training?
- To ignore the associate's performance
- To give immediate raises to the associate
- To closely monitor the associate's interactions with customers (correct)
- To reduce the associate's work hours
Why does the HSRM role model exemplary customer service at all times?
Why does the HSRM role model exemplary customer service at all times?
- To show off in front of other employees
- To compete with the associates
- To avoid interacting with customers
- To emphasize the importance of customer service to associates (correct)
What is a common strategy to ensure ongoing improvement of associates mentioned in the text?
What is a common strategy to ensure ongoing improvement of associates mentioned in the text?
What is an approach mentioned in the text when correcting an associate's behavior during a coaching conversation?
What is an approach mentioned in the text when correcting an associate's behavior during a coaching conversation?
Why is it important for managers to ensure that all interactions with customers are as they should be?
Why is it important for managers to ensure that all interactions with customers are as they should be?
What is a key aspect that the HSRM focuses on when observing an associate's performance before providing feedback?
What is a key aspect that the HSRM focuses on when observing an associate's performance before providing feedback?
Why does the text mention that having coaching conversations is an absolute must?
Why does the text mention that having coaching conversations is an absolute must?
'HSRM' stands for:
'HSRM' stands for:
'Watch for eye contact, body language, facial expressions, what is actually said and tone of voice.' - This statement emphasizes the importance of:
'Watch for eye contact, body language, facial expressions, what is actually said and tone of voice.' - This statement emphasizes the importance of:
