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Building a Positive Service Mindset - EP 5: Impressive service capacity

 

    optimizing service quality requires no cost, yet require which of the following?\n A. Hard work \n B. Sincerity (正確答案)\n C. Achievements \n D. Talented person\n \n 2. which psychology concept does “transposition thinking” refer to?\n A. Empathy (正確答案)\n B. Sympathy \n C. Theory of when then \n D. 5-second rule\n \n 3. empathy can be simply explained as:\n A. Sympathize others \n B. Accompany others \n C. Share the same understanding and emotion (正確答案)\n D. Teaching others\n \n 4. when building up empathy, there is a concept: “if i am in another’s shoe, what does he need ______?”\n A. Yesterday \n B. In the future \n C. At this moment (正確答案)\n D. To feel \n \n 5. training empathy is actually to boost our: \n A. Concentration \n B. Sensitivity (正確答案)\n C. Perseverance \n D. Willpower\n \n \n 6. the theme in this episode: “other than being attentive to your duties”, what else you need to be willing to do?\n A. Promote \n B. Demote \n C. Transpose (正確答案)\n D. Interrupt\n \n 7. regarding enhancing “attentive to your duties”, how does your daily work need to become in the simplest way?\n A. Simple \n B. Automatic (正確答案)\n C. Hiring someone \n D. Cheap\n \n 8. the theme in this episode: “other than being attentive to your duties, also be willing to think in others’ perspective”, what is the key word?\n A. Willing to (正確答案)\n B. Also \n C. Think in others’ perspective \n D. Be\n \n 9. what is the period that “end” means in “peak-end-rule” ?\n A. Central idea \n B. Peak \n C. Ending (正確答案)\n D. Middle period\n \n 10. which of the following action is not the “peak experience” of “peak-end-rule”?\n A. Friendly smile \n B. Engage guests proactively \n C. Giving compliments \n D. Thank you for coming (正確答案)\n

Updated on 2022/10/12

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