Exam 10: Customer-Defined Service Standards

Parisian, a specialty department store chain in the southeastern U.S., instituted a policy change allowing sales associates to accept personal checks up to $5000 without department manager approval. Before this policy change, sales associates could not accept checks over $250 without approval. Parisian's new check approval policy is an example of a(n):

Companies that have been successful in delivering consistently high service quality do not have formal standards to guide employees.

New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted, such as an online site to purchase tickets, clean restrooms, more opportunities to interact with the players and family-oriented halftime shows. The first step to developing these customer-defined standards was to:

Which of the following research methods provides feedback on soft measures?

The _____ customer-defined standards are opinion-based measures and cannot be directly observed.

Which of the following is NOT an example of a hard measurement?

After determining that responsiveness was a major concern of customers, American Express conducted additional research to establish the exact number of days customers defined as responsive for the various company processes (e.g., 2 days for reissuing lost cards and 15 days for deciding on an application). By conducting additional research, American Express was addressing which of the following steps in the process for developing customer-defined standards?

When customers complained employees at Safeway Stores were unfriendly, Safeway instituted its Superior Service program, which required all employees to greet and make eye contact with every customer, always smile and offer help whenever the customer appeared to need any. Employees were counseled, sent to training courses and terminated if they failed to follow these instructions. What mistake did Safeway make when it instituted this program?

The Boston Symphony Orchestra wanted to determine why its number of season ticket holders was declining. It asked patrons not only about the concerts themselves but also about each step in the purchasing process. As a result of customer input, it greatly simplified its online ticket sales site and season ticket sales have increased. Customers' request for a simplified web site where tickets could be easily purchased is an example of a(n) _____ that is relevant to customer-defined standards.

A medical clinic conducted a research study to determine the standard for patients' wait times in the reception area by having the patients note the time when they arrived on a sign-in sheet. As each patient went back to the examining room, the office manager noted the time on another sheet and then asked the patient five questions about his or her perceptions of the wait. The medical clinic conducted a _____ study to establish measures and target levels for wait time standards.

Which of the following is an example of a behavior and action that defines the performance expected by customers?

After determining that reliability was a major concern for its customers, a pest control company translated customer expectations into behaviors and actions for its monthly sprayings of homes and businesses. Having accomplished that, the pest control company needs next to:

"Having more room in your airplane seat" would be an example of a soft customer-defined standard.

A vacuum cleaner repair shop that called recent customers to ask if the people who waited on them were friendly and courteous, if the cleaner had been clean when it was returned to them and if they had any trouble finding the new store is collecting feedback on _____ measurements.

Which of the following is NOT a technology substitution for personal contact and human effort?

Once a service provider has translated customer expectations into behaviors and actions, it must select those behaviors and actions that will be used to create employee standards. What are the six most important criteria for the creation of those standards?

pay less than the full amount, but more than the minimum. Customers can choose a plan to best meet their budget. The customer requirement for a flexible payment plan is an example of a(n) _____ that is relevant to customer-defined standards.

High quality service is not the result of standardized tasks because standardization is inconsistent with employee empowerment.