Service Culture header with UWA logo

Test your knowledge of a strong service culture with this short quiz. You'll be presented with eight scenarios and asked to pick the best response in terms of client service.

Question One

Sarah asks her tutor for further assistance with an assignment. Select the best response.

  1. "I'm sorry Sarah, I can't help you. You'll have to make do with what everyone else has."
  2. "Absolutely. Have a read of chapters 5 and 6 and let's discuss after the tutorial tomorrow."
  3. "I suggest you talk to some of the other students to collaborate on your learnings."

‘B’ is the correct answer because it best demonstrates a student-focused approach to teaching. While it is not incorrect to encourage discussions with other students (‘C’), the best way to show superior service culture as a teacher is to do what you can to enable a student to reach their full potential. The answer ‘A’ demonstrates poor service culture.

Question Two

You receive an email about UWA scholarships. However, these enquiries are not dealt with by your area. What do you do?

  1. Respond with: "Hi Joe, our Scholarships office would be best placed for this. I can direct you to the manager Sam Bloggs. I have let him know you'll be in touch."
  2. Say: "There is a list of UWA scholarships at scholarships.uwa.edu.au."
  3. Delete the email.

‘A’ is the correct answer because it best demonstrates a client-focused approach to teaching. While it is not incorrect to point a client online (‘B’), the best way you can show superior service culture when you encounter a query is to provide the most useful advice possible. The answer ‘C’ demonstrates poor service culture.

Question Three

You need to deliver a presentation out of the office to replace someone who's sick, but you had tasks due today. How do you prepare for your absence?

  1. Have a catch up with your department about who can cover the tasks while you're away.
  2. Do nothing : It's only one day and you'll finish the tasks in the morning.
  3. Put on your 'out of office' email message stating you'll be back tomorrow.

‘A’ is the correct answer because it best demonstrates team spirit and a commitment to helping your colleagues and department out. While it is not incorrect to put on your ‘out of office’ message (C), and this should be done anyway, the best way you can show superior service culture when going away, especially unexpectedly, is to discuss the appropriate action/s required in your team to cover you. The answer ‘B’ demonstrates poor service culture.

Question Four

A student from another university rings your department looking to speak with a subject matter expert. What do you say?

  1. Is no one available at your own university to help?
  2. I think Kate would be perfect. Here are all her contact details. She is available in the afternoons.
  3. Kate can answer your questions; here's her email address.

‘B’ is the correct answer because it best demonstrates a student-focused approach and assisting the University to showcase its experts. While it is not incorrect to choose ‘C’, ‘B’ demonstrates a higher level of service culture by supplying the most useful information possible to the student. The answer ‘A’ demonstrates poor service culture.

Question Five

While walking around campus, you see a car with a smashed window. Select the best response the relevant employee you tell should give.

  1. Thanks for letting me know! I will call Security about it.
  2. I'd go and inform Security. They're across the road.
  3. That's not our area, sorry.

‘A’ is the correct answer because it best demonstrates a client-centric focus and a commitment to helping. While ‘B’ is not incorrect, the best way you can show superior service culture is attempt to go above and beyond in your service provision. The answer ‘C’ demonstrates poor service culture.

Question Six

You're a lecturer trying to upload a document to a website and can't remember how. You contact Service Desk for assistance. Select the best response.

  1. You should already know how to do it yourself.
  2. According to our system, Bob Brown is in your area and has these skills. Perhaps he can show you today?
  3. We can book you in for a refresher session in the next six weeks.

‘B’ is the correct answer because it best demonstrates a client-centric focus and a commitment to helping. While ‘C’ is not incorrect, the best way to resolve this issue is to collaborate and use your department’s knowledge to your advantage.  The answer ‘A’ demonstrates poor service culture.

Question Seven

You're a Future Student Adviser and receive a call from a Year 12 student who is interested in studying French. What do you do?

  1. Provide them with the best website to read about French at UWA.
  2. Forward them on to the relevant unit coordinator.
  3. Ask about all their queries and discuss their interests and options for study at UWA.

‘C’ is the correct answer because it best demonstrates a student-focused approach and assisting the University with its prospective students. While it is not incorrect to choose ‘B’, ‘C’ demonstrates a higher level of service culture by supplying the most useful information possible to the student. The answer ‘A’ demonstrates poor service culture.

Question Eight

You work at the University Library and a student asks for help to find a particular book. Which action do you take?

  1. Tell them it's upstairs in the Art section.
  2. Look it up on the system, see that it's checked out and direct them to the Art section for related books.
  3. See it's checked out and offer to find relevant online resources.

‘C’ is the correct answer because it best demonstrates a student-focused approach to teaching. While it is not incorrect to direct a student to the correct area (‘B’), the best way you can show superior service culture when you encounter a query is to provide the most useful advice possible. The answer ‘A’ demonstrates poor service culture.

You've completed the quiz

Results

Further information links are provided below for each question not correctly answered.