Question 1

Customers with disabilities are not classified as difficult customers.

Accepted Answer

A) True 
 B)False

Question 2

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

Accepted Answer

A)  attentive 
B)  resourceful 
C)  seamless 
D)  trustworthy 
A)  attentive 
B)  resourceful 
C)  seamless 
D)  trustworthy

Question 3

People who have difficulty making a decision or making a selection when given choices of products or services are:

Accepted Answer

A)  domineering customers. 
B)  indecisive customers. 
C)  dissatisfied customers. 
D)  inconsiderate customers. 
A)  domineering customers. 
B)  indecisive customers. 
C)  dissatisfied customers. 
D)  inconsiderate customers.

Question 4

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

Accepted Answer

A) True 
 B)False

Question 5

While placing his order,a customer tells the waiter to avoid bell peppers of any kind or color in the food since he is allergic to the vegetable.In spite of informing the server of his choice,a slice of bell pepper sits right on top of the dish he ordered.In addition to a service breakdown,this could lead to:

Accepted Answer

A)  the customer learning to appreciate the bell pepper taste. 
B)  the server having to eat that plate of food. 
C)  the customer forcefully having to eat around the vegetables much against his wishes. 
D)  serious illness or death of the customer and a huge liability for the organization. 
A)  the customer learning to appreciate the bell pepper taste. 
B)  the server having to eat that plate of food. 
C)  the customer forcefully having to eat around the vegetables much against his wishes. 
D)  serious illness or death of the customer and a huge liability for the organization.

Question 6

When a company provides what is promised,dependably,and with quality it is considered to be ____.

Accepted Answer

A)  attentive 
B)  resourceful 
C)  seamless 
D)  trustworthy 
A)  attentive 
B)  resourceful 
C)  seamless 
D)  trustworthy

Question 7

List any five possible strategies to effectively handle dissatisfied customers.

Accepted Answer

Occasionally,you will encounter dissatis

Question 8

Which of the following best defines prohibitions?

Accepted Answer

A)  Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so. 
B)  Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, nonavailability of products, or inability to perform as requested. 
C)  A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations. 
D)  The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive. 
A)  Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so. 
B)  Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, nonavailability of products, or inability to perform as requested. 
C)  A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations. 
D)  The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.

Question 9

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

Accepted Answer

A) True 
 B)False

Question 10

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Accepted Answer

A) True 
 B)False

Question 11

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

Accepted Answer

A)  Make a decision and then reflect on it. 
B)  Evaluate the alternatives. 
C)  Identify the alternatives. 
D)  Compile and analyze the data. 
A)  Make a decision and then reflect on it. 
B)  Evaluate the alternatives. 
C)  Identify the alternatives. 
D)  Compile and analyze the data.

Question 12

Which of the following work habits help build a good working relationship with internal customers?

Accepted Answer

A)  Pitch in to help when you have spare time and your co-workers need any assistance 
B)  Unload personal problems with co-workers to make yourself feel psychologically better 
C)  Ensure you forward your calls always irrespective of your presence at work 
D)  Never hesitate to speak a lie if your work ethics are being questioned 
A)  Pitch in to help when you have spare time and your co-workers need any assistance 
B)  Unload personal problems with co-workers to make yourself feel psychologically better 
C)  Ensure you forward your calls always irrespective of your presence at work 
D)  Never hesitate to speak a lie if your work ethics are being questioned

Question 13

What are the five phases to the service recovery process?

Accepted Answer

Typically,there are five phase

Question 14

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

Accepted Answer

A) True 
 B)False

Question 15

You can win the customer over by:

Accepted Answer

A)  working without the help of the customer to solve the problem. 
B)  telling the customer to go somewhere else while you handle it. 
C)  letting someone else handle it to save your time. 
D)  using a people-centered approach to problem analysis and problems solving. 
A)  working without the help of the customer to solve the problem. 
B)  telling the customer to go somewhere else while you handle it. 
C)  letting someone else handle it to save your time. 
D)  using a people-centered approach to problem analysis and problems solving.

Question 16

List any five work behaviors to adopt that can build internal relationships.

Accepted Answer

Take a proactive approach to building in

Question 17

The cost of acquiring new customers is lesser than the cost retaining current ones.

Accepted Answer

A) True 
 B)False

Question 18

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Accepted Answer

A) True 
 B)False

Question 19

Identify the true statement of the problem-solving model.

Accepted Answer

A)  Customers rarely have a solution in mind to offer when they seek to redress their grievances. 
B)  Customers always want you to solve the problem and attend to their grievances. 
C)  Customers always want to vent frustration and seek sympathy for his problems. 
D)  Customer often feels ownership for the solution when a problem is solved jointly. 
A)  Customers rarely have a solution in mind to offer when they seek to redress their grievances. 
B)  Customers always want you to solve the problem and attend to their grievances. 
C)  Customers always want to vent frustration and seek sympathy for his problems. 
D)  Customer often feels ownership for the solution when a problem is solved jointly.

Question 20

The first phase in the service recovery process is to:

Accepted Answer

A)  provide compensation. 
B)  apologize, apologize, and apologize. 
C)  take immediate action. 
D)  show compassion. 
A)  provide compensation. 
B)  apologize, apologize, and apologize. 
C)  take immediate action. 
D)  show compassion.

Customers with disabilities are not classified as difficult customers.

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

People who have difficulty making a decision or making a selection when given choices of products or services are:

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

When a company provides what is promised,dependably,and with quality it is considered to be ____.

List any five possible strategies to effectively handle dissatisfied customers.

Which of the following best defines prohibitions?

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

Which of the following work habits help build a good working relationship with internal customers?

What are the five phases to the service recovery process?

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

You can win the customer over by:

List any five work behaviors to adopt that can build internal relationships.

The cost of acquiring new customers is lesser than the cost retaining current ones.

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Identify the true statement of the problem-solving model.

The first phase in the service recovery process is to:

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 7: Service Breakdowns and Service Recovery

Customers with disabilities are not classified as difficult customers.

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

People who have difficulty making a decision or making a selection when given choices of products or services are:

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

When a company provides what is promised,dependably,and with quality it is considered to be ____.

List any five possible strategies to effectively handle dissatisfied customers.

Which of the following best defines prohibitions?

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

Which of the following work habits help build a good working relationship with internal customers?

What are the five phases to the service recovery process?

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

You can win the customer over by:

List any five work behaviors to adopt that can build internal relationships.

The cost of acquiring new customers is lesser than the cost retaining current ones.

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Identify the true statement of the problem-solving model.

The first phase in the service recovery process is to:

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters