Service Foundations Exam || Most Recent Exam 2026-2027
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What can you do when serving customers? -ANSWER - Use
empathy by drawing upon
your own
experiences
What are the steps to empathizing with customers? - ANSWER -
Step 1: Describe the problem.
Step 2: Why do you think the customer was upset?
Step 3: Think of a situation where you had a similar feeling.
What was it like? Step 4: What can you do to demonstrate
empathy to your customer?
What are the steps to the preemptive acknowledgement
technique? - ANSWER - spotting
anger-inducing situations before
they happen
- addressing their negative emotions before
they boil over
, What is emotional hijacking? - ANSWER - when emotions
become so strong that they
hijack the rational part of
the brain
People lose the ability to be reasonable until these strong
emotions are soothed
What is the acknowlege and refocus technique for? -
ANSWER - to calm down an
emotional
hijack
What are the steps to the acknowledge and refocus
technique? - ANSWER - listen
carefully
- acknowledge their
feelings
- refocus on a
solution
What is an attitude anchor? - ANSWER - anything that helps
you anchor your attitude in a
positive
way
What is the difference between external and internall
customers? - ANSWER – externa