Question 1

Customer satisfaction and customer dissatisfaction are 'two sides of the same coin' that must be balanced against one another.

Accepted Answer

A) True 
 B)False  False

Question 2

A climate for service combined with a climate for employees' wellbeing is highly correlated with customer service quality perceptions.

Accepted Answer

A) True 
 B)False  True

Question 3

Key performance indicators (KPIs) are most commonly used in which of the following situations?

Accepted Answer

A) Converting customer expectations to specific quality standards 
B) Individualising the provision of a service product 
C) Giving more freedom to individualise standards 
D) All of the above 
E) b and c 
A) Converting customer expectations to specific quality standards 
B) Individualising the provision of a service product 
C) Giving more freedom to individualise standards 
D) All of the above 
E) b and c A

Question 4

The underlying culture of the organisation has very little influence on employees who do not subscribe to a service culture.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT a way marketers are using technology to obtain information from their customers?

Accepted Answer

A) Corporate websites that offer an opportunity to purchase directly 
B) Corporate websites with pages where consumers may post questions 
C) RFID tags that keep track of inventory without a scanner 
D) Electronic self-service systems such as electronic banking 
E) Toll-free numbers to call with questions 
A) Corporate websites that offer an opportunity to purchase directly 
B) Corporate websites with pages where consumers may post questions 
C) RFID tags that keep track of inventory without a scanner 
D) Electronic self-service systems such as electronic banking 
E) Toll-free numbers to call with questions

Question 6

Which of the following is NOT a factor shaping the place of customer service in the organisation?

Accepted Answer

A) Degree of contact 
B) Presence or absence of intermediaries 
C) Frequency of use 
D) Duration of service delivery 
E) Production schedules 
A) Degree of contact 
B) Presence or absence of intermediaries 
C) Frequency of use 
D) Duration of service delivery 
E) Production schedules

Question 7

The first step in setting customer-defined standards is to develop key performance indicators.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is NOT one of the guidelines for effective program implementation?

Accepted Answer

A) Recruit the right employees 
B) Educate customers, too 
C) Develop a pricing policy 
D) Individualise response systems 
E) Be efficient first, nice second 
A) Recruit the right employees 
B) Educate customers, too 
C) Develop a pricing policy 
D) Individualise response systems 
E) Be efficient first, nice second

Question 9

It is equally as important to acknowledge and affirm good work as it is to take corrective action on defective work.

Accepted Answer

A) True 
 B)False

Question 10

Select a company that you believe is high-contact.Would this company be able to standardise some of its customer service tasks? If so, why? If not, why not? What role could technology play in delivering customer service in this company?

Accepted Answer

I believe that a high-contact company wo

Question 11

Delivering the core service as promised is often totally within the control of:

Accepted Answer

A) sales people 
B) marketers 
C) boundary spanners 
D) frontline personnel 
E) staff personnel 
A) sales people 
B) marketers 
C) boundary spanners 
D) frontline personnel 
E) staff personnel

Question 12

The two goals of customer service are:

Accepted Answer

A) reduced costs and error minimisation 
B) satisfaction and operational effectiveness 
C) co-production and operational efficiency 
D) satisfaction and operational efficiency 
E) reduced variability and increased tangibility 
A) reduced costs and error minimisation 
B) satisfaction and operational effectiveness 
C) co-production and operational efficiency 
D) satisfaction and operational efficiency 
E) reduced variability and increased tangibility

Question 13

Automated teller machines and automatic car washes are examples of ________.

Accepted Answer

A) technology substitution 
B) human contact substitution 
C) machine-generated contact 
D) non-personal interaction 
E) work method improvements 
A) technology substitution 
B) human contact substitution 
C) machine-generated contact 
D) non-personal interaction 
E) work method improvements

Question 14

Even in high customised services, it is possible to develop routines for at least some of the aspects of service provisions.Choose a service organisation and discuss this concept illustrating those parts of service to which this statement could apply.

Accepted Answer

One service organization where this conc

Question 15

You are responsible for training a group of people who will be multi-tasking in a service organisation.They will be required to act as both frontline employees and as telephone support staff.What standards would you put in place to ensure the staff could provide an effective customer service?

Accepted Answer

To ensure that the staff can provide eff

Question 16

The dress, manner and general behaviour of frontline employees contribute to both the tangible and intangible service standards.

Accepted Answer

A) True 
 B)False

Question 17

The interpersonal skills of the service provider are critically important in:

Accepted Answer

A) people-processing service situations 
B) low-contact service situations 
C) possession-processing service situations 
D) high-contact service situations 
E) a and d 
A) people-processing service situations 
B) low-contact service situations 
C) possession-processing service situations 
D) high-contact service situations 
E) a and d

Question 18

Assume you are in charge of customer service for a major passenger and cargo air service.Discuss the tasks you would undertake to ensure effective implementation of your customer service program.

Accepted Answer

As the person in charge of customer serv

Question 19

We are seeing the emergence of what the management writer, Charles Handy, termed the ________ organisation, where service firms contract out supplementary services.

Accepted Answer

A) functional 
B) staff 
C) doughnut 
D) sandwich 
E) line 
A) functional 
B) staff 
C) doughnut 
D) sandwich 
E) line

Question 20

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

Accepted Answer

A) Whether orders were accurate and processed in the timeframe promised 
B) Whether reports were provided as agreed in customer contracts 
C) Whether complaints were resolved within three business days 
D) Whether customer service representatives were helpful 
E) Whether email enquiries were answered within two business days 
A) Whether orders were accurate and processed in the timeframe promised 
B) Whether reports were provided as agreed in customer contracts 
C) Whether complaints were resolved within three business days 
D) Whether customer service representatives were helpful 
E) Whether email enquiries were answered within two business days

Customer satisfaction and customer dissatisfaction are 'two sides of the same coin' that must be balanced against one another.

A climate for service combined with a climate for employees' wellbeing is highly correlated with customer service quality perceptions.

Key performance indicators (KPIs) are most commonly used in which of the following situations?

The underlying culture of the organisation has very little influence on employees who do not subscribe to a service culture.

Which of the following is NOT a way marketers are using technology to obtain information from their customers?

Which of the following is NOT a factor shaping the place of customer service in the organisation?

The first step in setting customer-defined standards is to develop key performance indicators.

Which of the following is NOT one of the guidelines for effective program implementation?

It is equally as important to acknowledge and affirm good work as it is to take corrective action on defective work.

Select a company that you believe is high-contact.Would this company be able to standardise some of its customer service tasks? If so, why? If not, why not? What role could technology play in delivering customer service in this company?

Delivering the core service as promised is often totally within the control of:

The two goals of customer service are:

Automated teller machines and automatic car washes are examples of ________.

Even in high customised services, it is possible to develop routines for at least some of the aspects of service provisions.Choose a service organisation and discuss this concept illustrating those parts of service to which this statement could apply.

You are responsible for training a group of people who will be multi-tasking in a service organisation.They will be required to act as both frontline employees and as telephone support staff.What standards would you put in place to ensure the staff could provide an effective customer service?

The dress, manner and general behaviour of frontline employees contribute to both the tangible and intangible service standards.

The interpersonal skills of the service provider are critically important in:

Assume you are in charge of customer service for a major passenger and cargo air service.Discuss the tasks you would undertake to ensure effective implementation of your customer service program.

We are seeing the emergence of what the management writer, Charles Handy, termed the ________ organisation, where service firms contract out supplementary services.

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

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 11: Managing the customer service function

Customer satisfaction and customer dissatisfaction are 'two sides of the same coin' that must be balanced against one another.

A climate for service combined with a climate for employees' wellbeing is highly correlated with customer service quality perceptions.

Key performance indicators (KPIs) are most commonly used in which of the following situations?

The underlying culture of the organisation has very little influence on employees who do not subscribe to a service culture.

Which of the following is NOT a way marketers are using technology to obtain information from their customers?

Which of the following is NOT a factor shaping the place of customer service in the organisation?

The first step in setting customer-defined standards is to develop key performance indicators.

Which of the following is NOT one of the guidelines for effective program implementation?

It is equally as important to acknowledge and affirm good work as it is to take corrective action on defective work.

Select a company that you believe is high-contact.Would this company be able to standardise some of its customer service tasks? If so, why? If not, why not? What role could technology play in delivering customer service in this company?

Delivering the core service as promised is often totally within the control of:

The two goals of customer service are:

Automated teller machines and automatic car washes are examples of ________.

Even in high customised services, it is possible to develop routines for at least some of the aspects of service provisions.Choose a service organisation and discuss this concept illustrating those parts of service to which this statement could apply.

You are responsible for training a group of people who will be multi-tasking in a service organisation.They will be required to act as both frontline employees and as telephone support staff.What standards would you put in place to ensure the staff could provide an effective customer service?

The dress, manner and general behaviour of frontline employees contribute to both the tangible and intangible service standards.

The interpersonal skills of the service provider are critically important in:

Assume you are in charge of customer service for a major passenger and cargo air service.Discuss the tasks you would undertake to ensure effective implementation of your customer service program.

We are seeing the emergence of what the management writer, Charles Handy, termed the ________ organisation, where service firms contract out supplementary services.

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

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters