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Frankfinn Assignment 1

This document contains 12 questions and answers on various topics. It discusses SMART goals, changing negative attitudes to positive ones, improving time management, defining customers and customer service, internal and external motivation factors, the seven functions of leadership, ego states, moment of truth in customer interactions, the importance of personality development, steps to improve emotional intelligence, explaining the ladder of inference, and defining the RATER model for evaluating customer service quality.

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6K views

Frankfinn Assignment 1

This document contains 12 questions and answers on various topics. It discusses SMART goals, changing negative attitudes to positive ones, improving time management, defining customers and customer service, internal and external motivation factors, the seven functions of leadership, ego states, moment of truth in customer interactions, the importance of personality development, steps to improve emotional intelligence, explaining the ladder of inference, and defining the RATER model for evaluating customer service quality.

Uploaded by

SHANI
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Ques 1: What is SMART goal?

What steps have you taken to achieve


your goal?
Ans : a SMART GOAL is a attainable, realistic, specific, measurable, and it
is timely.

Ques 2: List five areas in which you hold negative attitudes. How can
you change these to positive attitudes?
Ans: I possess negative attitudes in the below areas and also have
listed out the respective ways which I follow to change them into
positive ones.
1.Emotional (Get short tempered quickly) - perform meditation.
2.Overeating (Eat huge amount of oily and deep fried foods) – Do
regular exercise.
3.Playing mobile games - Divert your mind and spend time in outdoor
games.
4.Lack of interest in studies – Pay proper attention while teacher take
class.
5.Saying lies – Control mind and practice saying truth always in each
situation.

Ques 3: How will you improve your time - management? State five areas
in which you commit to improve.
Ans : I can improve time – management by prioritizing ,doing it now,
setting and achieving goals, and utilizing wasted time.

1. Prioritize.
2. Language learning.
3. Set some Boundaries.
4. Stay away from the bad distraction.
5. Never procrastinate.
6. Get some Tech help.
Ques 4: Define Customer and Customer Service .Describe External –
Either a Internal Customer .Share types of External customer with
Examples.
Ans : A Customer is anyone who receives a product – Either a good or
a service from an organization. The Assistance, concern, Interest, Etc,
Extended towards the customers is known as Customer Service.

Internal Customers may not purchase the product or service, However


external customer purchases the product or service.

Ques 5: Name one external and internal motivational factor which


motivates you to achieve what you want. (MERIT)
Ans: EXTERNAL FACTOR - The driving force that triggers you in
achieving your goal. Such as :
 A simple smile and encouragement.
Dedication towards parents.

INTERNAL FACTORS - The force the leads you to achieve a goal


because of personal satisfaction or desire.
 Participating in a competition.

Ques 6: What are the seven functions of leadership? Which function do


you feel is the most important? Why? (MERITS)
Ans : 1. LEAD
2. INFLUENCE
3. MOTIVATE
4. CONTROL
5. STIMULATE
6. ASSERT
7. CO-OPERATE
I feel most important function is motivates, because Motivation is
important to an individual as:
Motivation will help him or her achieve his or her personal goals. If an
individual is motivated, they will have job satisfaction.
Motivate will help in self-development of individual. An individual would
always gain by working with a dynamic team.

Ques 7: What are the Ego states? Which ego state do you operate in
most often? (MERITS)
Ans : The three ego states are:
1. PARENT
2.ADULT
3.CHILD
The ego state which I operate in most often that is parent.

Ques 8: Define moment of truth and how can you create it? with
examples. (MERITS)
Ans : A moment of truth is simply any interaction during which a
customer may form an impression of your brand or product .The aim for
the user experience designer is to try and ensure that moments of truth
have a positive impact on the customer/user impression of the brand or
product.

Ques 9: Do you think personality development is important? Justify by


giving own example. (DISTINCTION)
Ans : Personality is a dynamic concept .It needs to be developed
because only a developed personality can ensure a happy personal and
professional life

Ques 10: What steps can you take to become more-emotional


intelligent? Give example for each.(DISTINCTION)
Ans : Few steps to become more emotionally intelligent are:

1.ANGER MANAGEMENT
2.RELAXATION
3.IMPULSE CONTROL
4.DELAYING REACTION

Ques 11: Explain the ladder of inference with an example.


(DISTINCTION)
Ans : The ladder of inference is a tool used to understand
perception. If sets foundation for differences in perception.
Example: 1. Selected Reality
2. Interpreted Reality
3. Make Assumption

Ques 12: What is rater model? Customer service Quality Framework.


Ans : Rater model is a tool for evaluating the quality of your
company’s services. It is an acronym that stands for Reliability,
Assurance, Tangibles, Empathy, and Responsiveness, each of which is a
different dimension against which the quality of your service provision is
assessed.

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