1. Welcome and let’s have fun today doing our Customer Service quiz. Select the arrow on the bottom right of the screen when you are ready to begin

2. What is your name?

3. ________________ Defines a Customer as one who purchases a commodity or service Our Mission Statement WikipediaHuman Resources Merriam Webster

4. Since Windsor has a Customer Service Department it would be wise to pass on customer complaints to them? TrueFalse

5. Select the External Customer from one of the buttons below Member Services Family of Members Medical Supply Stores Credentialing

6. An Internal Customer is: Someone in Sales Both A and B are Incorrect Someone you Work with Both A and B are Correct A B

7. Which of the below is not a barrier to providing excellent internal customer service? Excellent Communications Low Morale Competition Organizational Structure

8. Working in our own department, not knowing what others are doing, and communicating with only my immediate co- workers can lead to what is known as the _______ Effect? Isolation Halo SiloDespair

9. In the “Give ‘Em The Pickle” Video, what does the Pickle refer to? What we always Gave the Customer What the Customer Wants What I saw my Co worker do What I have time To give

10. Poor internal customer Service does not affect the external customer TrueFalse

11. Internal customers are as important as external customers TrueFalse

12. As discussed earlier, Windsor sells commodities and services. Which one of the below is a service Windsor provides to it’s customers (Members)? Checking their bank balances Conducting Wellness Calls Paying Member phone bills Providing transportation For family members

13. What characteristic of the typical organization structure might make it difficult to improve internal customer service? The organizational charts are hard to read Communication flows up and down but not across departments The organization changes too quickly No one pays attention to them anyway

14. How did I do?

15. Press to Print Results