Question 1

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not a measure of customer experience satisfaction?

Accepted Answer

A) Speed of answering the telephone 
B) Customer surveys 
C) Complaint analysis 
D) Focus groups 
A) Speed of answering the telephone 
B) Customer surveys 
C) Complaint analysis 
D) Focus groups

Question 3

Strategy specifically refers to how customer service is delivered.

Accepted Answer

A) True 
 B)False

Question 4

Market damage refers to

Accepted Answer

A) loss of revenue 
B) loss of loyalty 
C) loss of customer worth 
D) loss of all of the above 
A) loss of revenue 
B) loss of loyalty 
C) loss of customer worth 
D) loss of all of the above

Question 5

According to Harrison 2001,customers often

Accepted Answer

A) do not take the time to complain about unmet expectations 
B) need more time to complain 
C) ask for more service than can reasonably be expected 
D) all of the above 
A) do not take the time to complain about unmet expectations 
B) need more time to complain 
C) ask for more service than can reasonably be expected 
D) all of the above

Question 6

An organisation that builds lifetime customer value also builds competitive advantage.

Accepted Answer

A) True 
 B)False

Question 7

What can help create a positive impression in customer service?

Accepted Answer

A) Good interpersonal skills 
B) Using passive listening skills 
C) Offering cheap goods and services 
D) Offering bonus buys 
A) Good interpersonal skills 
B) Using passive listening skills 
C) Offering cheap goods and services 
D) Offering bonus buys

Question 8

Customer loyalty is built when customers return to an organisation.

Accepted Answer

A) True 
 B)False

Question 9

The role of a service provider is to offer alternatives when a customer complains.

Accepted Answer

A) True 
 B)False

Question 10

Reflect on your experience of satisfaction or dissatisfaction with a product or service.Did you complain? If not,why not? If so,how did the organisation respond? Draw from concepts discussed in Chapter 11 in your response.

Accepted Answer

Reflecting on my experience of satisfact

Question 11

According to Kotelnikov,'value entitlement is a rightful level of expectation to buy high-quality products at the highest possible cost'.

Accepted Answer

A) True 
 B)False

Question 12

Organisations are able to control all aspects of the customer experience.

Accepted Answer

A) True 
 B)False

Question 13

Unhappy customers in most cases will complain about the service.

Accepted Answer

A) True 
 B)False

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Which of the following is not a measure of customer experience satisfaction?

Strategy specifically refers to how customer service is delivered.

Market damage refers to

According to Harrison 2001,customers often

An organisation that builds lifetime customer value also builds competitive advantage.

What can help create a positive impression in customer service?

Customer loyalty is built when customers return to an organisation.

The role of a service provider is to offer alternatives when a customer complains.

Reflect on your experience of satisfaction or dissatisfaction with a product or service.Did you complain? If not,why not? If so,how did the organisation respond? Draw from concepts discussed in Chapter 11 in your response.

According to Kotelnikov,'value entitlement is a rightful level of expectation to buy high-quality products at the highest possible cost'.

Organisations are able to control all aspects of the customer experience.

Unhappy customers in most cases will complain about the service.

Communication Foundations

Social Media

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Public Relations

Knowledge Management and Decision Making

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking,Argument,logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking in the Professions

Writing for the Professions

Writing Correspondence,Emails and Short Reports

Writing Long Reports

Writing for the Web

Writing Reflective Journals

Academic Writing

The Job Search, Résumés and Interviews

Filters

Exam 11: Customer Service

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Which of the following is not a measure of customer experience satisfaction?

Strategy specifically refers to how customer service is delivered.

Market damage refers to

According to Harrison 2001,customers often

An organisation that builds lifetime customer value also builds competitive advantage.

What can help create a positive impression in customer service?

Customer loyalty is built when customers return to an organisation.

The role of a service provider is to offer alternatives when a customer complains.

Reflect on your experience of satisfaction or dissatisfaction with a product or service.Did you complain? If not,why not? If so,how did the organisation respond? Draw from concepts discussed in Chapter 11 in your response.

According to Kotelnikov,'value entitlement is a rightful level of expectation to buy high-quality products at the highest possible cost'.

Organisations are able to control all aspects of the customer experience.

Unhappy customers in most cases will complain about the service.

Communication Foundations

Social Media

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Public Relations

Knowledge Management and Decision Making

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking,Argument,logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking in the Professions

Writing for the Professions

Writing Correspondence,Emails and Short Reports

Writing Long Reports

Writing for the Web

Writing Reflective Journals

Academic Writing

The Job Search, Résumés and Interviews

Filters