Customer Service and Public Relations Flashcards
7 cards from real New Jersey Civil Service Exam practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service and Public Relations flashcards as text
A supervisor notices that one employee consistently receives higher satisfaction scores than others doing the same job. The supervisor should FIRST:
Answer: Identify the practices that employee uses and share them with the team
Identifying and sharing successful service practices allows the whole team to improve and aligns individual excellence with broader organizational goals.
Which of the following is an example of active listening during a customer interaction?
Answer: Summarizing what the customer said to confirm understanding before responding
Summarizing and confirming what the customer said is a core active listening technique that ensures accurate understanding and shows respect.
A citizen becomes verbally aggressive in the lobby. After attempting to de-escalate, the situation is not improving. The employee should:
Answer: Calmly inform the citizen that security may be involved and follow agency protocol
Calmly informing the citizen of escalation consequences and following protocol protects staff safety while giving the citizen an opportunity to de-escalate.
Under New Jersey law, how long does a government agency generally have to respond to an OPRA records request?
Answer: 7 business days
Under OPRA, New Jersey government agencies are required to respond to records requests within 7 business days.
A citizen is upset that the agency's website did not contain the form they needed, forcing them to visit in person. The BEST response from the employee is to:
Answer: Assist the citizen immediately, then document the feedback for the appropriate unit
Helping the citizen first and then documenting the feedback ensures immediate service while creating a record that can lead to systemic improvement.
Which of the following statements about confidentiality in public service is MOST accurate?
Answer: Certain records such as personnel files and medical information are protected from disclosure
Specific categories of government records, including personnel files and medical information, are protected from public disclosure under OPRA and other laws.
A citizen completes a satisfaction survey and rates the service experience as very poor. The MOST constructive use of this feedback is to:
Answer: Review the interaction, identify what could have been done differently, and use it for training
Using negative feedback as a training and improvement opportunity reflects a service-oriented culture focused on continuous quality improvement.