Question 1

The means by which an organization effectively gets its products and services to customers is known as:

Accepted Answer

A)  outsourcing 
B)  service delivery systems 
C)  micromanagement 
D)  service measurement 
A)  outsourcing 
B)  service delivery systems 
C)  micromanagement 
D)  service measurement

Question 2

What is another advantage of empowerment?

Accepted Answer

A)  It provides a morale boost to inexperienced or failing employees. 
B)  It hides internal problems from the customer. 
C)  It requires frontline employees in an organization to decrease contact with their managers. 
D)  It is an intangible way that service organizations reward employees. 
A)  It provides a morale boost to inexperienced or failing employees. 
B)  It hides internal problems from the customer. 
C)  It requires frontline employees in an organization to decrease contact with their managers. 
D)  It is an intangible way that service organizations reward employees.

Question 3

To ensure the success of an organization's customer service, a service professional should do which of the following?

Accepted Answer

A)  Continually reevaluate what he/she does on a daily basis when dealing with customers 
B)  Communicate the organization's internal policies, practices, or politics to customers 
C)  Focus on attracting new customers rather than trying to retain existing customers 
D)  Always use "they" language when dealing with customers 
A)  Continually reevaluate what he/she does on a daily basis when dealing with customers 
B)  Communicate the organization's internal policies, practices, or politics to customers 
C)  Focus on attracting new customers rather than trying to retain existing customers 
D)  Always use "they" language when dealing with customers

Question 4

Which of the following is a characteristic of organizations that are highly committed to customer service?

Accepted Answer

A)  They discourage employee empowerment. 
B)  They readily accept status quo of competitor. 
C)  They benchmark the successful practices of competitors. 
D)  They restrict communication between frontline employees and all levels of management. 
A)  They discourage employee empowerment. 
B)  They readily accept status quo of competitor. 
C)  They benchmark the successful practices of competitors. 
D)  They restrict communication between frontline employees and all levels of management.

Question 5

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Accepted Answer

A) True 
 B)False

Question 6

Retail and service organizations should ________.

Accepted Answer

A)  focus on attracting new customers instead of trying to retain current customers 
B)  communicate their internal problems to customers 
C)  establish policies and procedures that are flexible 
D)  respond to customer complaints using "company policy" as an excuse 
A)  focus on attracting new customers instead of trying to retain current customers 
B)  communicate their internal problems to customers 
C)  establish policies and procedures that are flexible 
D)  respond to customer complaints using "company policy" as an excuse

Question 7

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

Accepted Answer

A)  Customer-friendly system 
B)  Employee empowerment 
C)  Product development 
D)  Management information system 
A)  Customer-friendly system 
B)  Employee empowerment 
C)  Product development 
D)  Management information system

Question 8

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following approaches helps companies develop an effective organizational culture?

Accepted Answer

A)  Companies should recognize, appreciate, and regularly reward the performance of their employees. 
B)  Companies should always view customers from the standpoint of what company products or services they use. 
C)  Companies should develop mission statements that are completely different from the vision statement. 
D)  Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization. 
A)  Companies should recognize, appreciate, and regularly reward the performance of their employees. 
B)  Companies should always view customers from the standpoint of what company products or services they use. 
C)  Companies should develop mission statements that are completely different from the vision statement. 
D)  Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization.

Question 10

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

Accepted Answer

A)  Always use "they" language when dealing with customers and hide behind "company policy" when handling customer problems 
B)  Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons 
C)  Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers 
D)  Exclude the information collected from customer feedback surveys when measuring the service performance of her salon 
A)  Always use "they" language when dealing with customers and hide behind "company policy" when handling customer problems 
B)  Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons 
C)  Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers 
D)  Exclude the information collected from customer feedback surveys when measuring the service performance of her salon

Question 11

In a direct contact environment, customers interact directly with an organization's representative.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Accepted Answer

A)  Service professionals should always use "they" language when dealing with customers. 
B)  Service professionals should involve customers in situations that are out of their control. 
C)  Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers. 
D)  Service professionals should focus on attracting new customers rather than trying to retain existing customers. 
A)  Service professionals should always use "they" language when dealing with customers. 
B)  Service professionals should involve customers in situations that are out of their control. 
C)  Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers. 
D)  Service professionals should focus on attracting new customers rather than trying to retain existing customers.

Question 13

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Accepted Answer

A) True 
 B)False

Question 14

Managers should ensure that employees ________.

Accepted Answer

A)  focus on attracting new customers rather than retaining current customers 
B)  communicate the internal problems of the organization to customers 
C)  are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization 
D)  are assigned goals which are difficult to obtain in order to ensure maximum productivity 
A)  focus on attracting new customers rather than retaining current customers 
B)  communicate the internal problems of the organization to customers 
C)  are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization 
D)  are assigned goals which are difficult to obtain in order to ensure maximum productivity

Question 15

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

Accepted Answer

A) True 
 B)False

The means by which an organization effectively gets its products and services to customers is known as:

What is another advantage of empowerment?

To ensure the success of an organization's customer service, a service professional should do which of the following?

Which of the following is a characteristic of organizations that are highly committed to customer service?

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Retail and service organizations should ________.

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Which of the following approaches helps companies develop an effective organizational culture?

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

In a direct contact environment, customers interact directly with an organization's representative.

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Managers should ensure that employees ________.

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

The Word of Customer Service

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 2: Contributing to the Service Culture

The means by which an organization effectively gets its products and services to customers is known as:

What is another advantage of empowerment?

To ensure the success of an organization's customer service, a service professional should do which of the following?

Which of the following is a characteristic of organizations that are highly committed to customer service?

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Retail and service organizations should ________.

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Which of the following approaches helps companies develop an effective organizational culture?

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

In a direct contact environment, customers interact directly with an organization's representative.

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Managers should ensure that employees ________.

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

The Word of Customer Service

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters