Exam 2: Contributing to the Service Culture

Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.

For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

A sole proprietorship is a one-owner business.

To maintain an efficient service delivery system, an organization should always ________.

Which of the following statements is a disadvantage for a company that outsources jobs?

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.

If frontline employees are angry because of a policy, procedure, management, or a customer, they must always communicate their frustrations or pressures with that customer.

Daniel, a customer service executive, has received a call from Mrs. Karen Lynn, a customer, complaining about a problem with her refrigerator. Mrs. Lynn wants to get the refrigerator fixed at no additional cost. However, the warranty period for the appliance has expired. In this scenario, which of the following responses will demonstrate Daniel's commitment to customer service?

The type of delivery system used by organizations to serve customers is not important.

To promote a positive service culture, customer service professionals should always ________.

________ are a method of reviewing the manner in which internal and external customer needs are addressed.

In an organization, ________ are the task assignments that service providers assume.

List the eleven strategies for promoting a positive service culture.

A benefit for an organization that outsources its noncore positions is that ________.

Employees should focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

The service culture in every organization does not include beliefs and rituals.

From a customer's perspective, what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?

Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.

A service professional should partner with customers to promote a positive service culture.