Exam 11: Managing the customer service function

A service target such as 'call the customer back quickly' may result in inconsistent service.Which of the following represents the service target most likely to result in consistent service?

Develop and justify a set of key performance indicators (KPIs) which you would like to see applied to the teaching profession.

In the model 'converting expectations into organisational actions and behaviours', which of the following is NOT one of the levels discussed?

Select a company that you believe is low-contact.Identify the customer service tasks this company could standardise and why it would be appropriate.What role could technology play in delivering customer service in this company?

Service firms may be able to outsource backstage functions but can never outsource frontstage functions.

In the management literature, ________ is used as a metaphor to describe the firm's ability to pursue seemingly ________ goals.

Consultation, hospitality, information and billing are examples of supplementary services.

Proactive selling is a useful method to use with repeat buyers because of its cost efficiency.

A service culture is a quick and efficient method to improve customer service standards.

Employees who interact with customers need which of the following?

Arrange the following steps in setting customer-defined standards in chronological order. 1)Translate customer expectations into behaviours 2)Set key performance indicators 3)Provide feedback to employees 4)Determine customer expectations for each service encounter

Under which of the following conditions is it important to separate proactive selling from simple order-taking?

You have recently visited your local health centre to see your GP.At the front desk, you are kept waiting while the staff are completing a variety of tasks including filing.You then wait for an extended period of time for your appointment although you have been given a specific time slot.Develop a set of guidelines to address these issues and improve customer service.

When educating customers, it is important to ensure that they know the correct behaviours when dealing with staff members.

Choose a large, successful organisation and analyse the guidelines that have been put in place to ensure an effective customer service program.