Exam 9: Customer-Defined Service Standards

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.

"Improving skills among contact employees" is an effective customer-defined service standard.

Which of the following is NOT a soft customer-defined standard?

What is wrong with the following service goal posted in a restaurant: "Do not keep customers waiting too long to be served"?

Service companies experience difficulty in setting standards to match or exceed customer expectations because of a lack of:

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

New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted.After determining that family-oriented halftime shows were an important consideration for a large portion of its target market,the Falcons researched specific ideas such as fireworks displays,a battle of the bands featuring local high school bands,drawings for prizes and musical concerts.The additional research would have been done during which step of the developing customer-defined standards?

Which of the following is NOT an example of a hard customer-defined service standard?

Setting a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret,measure and achieve.

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

When the customers of Granite Rock expressed their desire for 24-hour availability of ground rock products from the quarry,the company responded by creating an ATM-like system and the Granite Xpress Card that allows customers to enter the quarry and select and receive ground rock products at any time of the day or night.Granite Rock addressed customer requests with a(n):

Because appropriate hard measurements are not always intuitive or obvious,the potential for counting or tracking an irrelevant aspect of operations is high.Thus,it is often desirable to link operational performance measures with _________ to be sure they are strongly correlated.

Things that can be counted,timed or observed through audits are _____ customer-defined service standards.

One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees.

Enterprise Rent-A-Car closely ties customer service to employee success.With a tracking system called the Enterprise Service Quality Index (ESQi),the company routinely follows up with customers by phone to determine their level of satisfaction with the company.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise is using a _____ customer-defined standard.

Which of the following statements about service standardization and employee empowerment is true?

Which of the following is NOT an example of an effective formal service goal?

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

The first step in the process of developing customer-defined standards is to:

The first step in the process for setting customer-defined standards is to translate customer expectations into behaviors and actions for each service encounter.