Skills Assessment
Instructions
Effective problem-solving ensures that customer service representatives can address challenges proactively, find innovative solutions, and provide optimal assistance to citizens.
A citizen calls to report a sudden increase in their water bill. They suspect a possible leak but are unsure. How would you assist them in troubleshooting this issue?
The following sample illustrates how critical thinking can be applied to this situation:
To assist the citizen in troubleshooting the possible water leak, I would employ critical thinking skills by asking specific questions to gather relevant information. I would inquire about any visible signs of water damage, such as damp spots or water pooling. Additionally, I would ask if there have been any recent changes or repairs to their plumbing system. By gathering this information, I could evaluate the likelihood of a leak and provide appropriate guidance, such as suggesting a professional inspection or providing tips for leak detection.
This solution showcases problem-solving skills in response to the given scenario. It demonstrates the how to effectively solve a problem by analyzing a problem, generating potential solutions, evaluating their feasibility, and implementing an effective course of action.
The following 10-question quiz presents scenarios you could encounter in a non-emergency county call center.
- Read each question carefully and select the best solution to demonstrate problem-solving skills.
- Click on Start the Quiz, answer each question, and submit the quiz within the time frame allotted.
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- Question 1 of 10
1. Question
A caller contacts the county call center seeking information about local recycling programs. How would you assist them?
CorrectIncorrect - Question 2 of 10
2. Question
A citizen calls to inquire about the process for obtaining a gun permit. How would you assist them?
CorrectIncorrect - Question 3 of 10
3. Question
A caller reports that overgrown vegetation is blocking the vision of motorists who stop at a stop sign when trying to cross a busy road. The caller expresses concern that the poor visibility is causing a safety hazard. How would you handle this situation?
CorrectIncorrect - Question 4 of 10
4. Question
A citizen calls to inquire about local property tax payment options. How would you assist them?
CorrectIncorrect - Question 5 of 10
5. Question
A citizen contacts the county call center with a noise complaint about construction noise during nights and weekends. How would you handle this situation?
CorrectIncorrect - Question 6 of 10
6. Question
A citizen calls to request information about the upcoming county fair, including the dates, location, and featured events. How would you assist them?
CorrectIncorrect - Question 7 of 10
7. Question
A citizen contacts the county call center to report an abandoned vehicle parked in their neighborhood for several weeks. How would you handle this situation?
CorrectIncorrect - Question 8 of 10
8. Question
A citizen calls, but a bad phone connection makes communication extremely difficult for both of you. What would be a reasonable course of action?
CorrectIncorrect - Question 9 of 10
9. Question
A citizen contacts the county call center to report a damaged street sign that poses a safety hazard. How would you handle this situation?
CorrectIncorrect - Question 10 of 10
10. Question
A citizen calls to inquire about the eligibility requirements for a senior citizen discount on public transportation fares. How would you assist them?
CorrectIncorrect