Exam 7: Service Breakdowns and Service Recovery

If customers share a concern,complaint,or question with you in person,remember to use verbal,nonverbal,and listening skills discussed in conjunction with customer service.

The first key step in the problem-solving process is to identify the problem.

Before you get a customer to calm down,you should:

A key to successfully serving all types of customers is to stereotype them.

Which of the following is a strategy for preventing dissatisfaction and problem solving?

Internal customers with special requests can be classified as a difficult customer.

A demanding customer may feel a need to be or stay in control,especially if he or she has felt out of control in the past.

Who among the following may be described as a difficult customer?

A good strategy when dealing with rude or inconsiderate customers is to remain professional.

The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model.

Which of the following best defines talkative customers?

How would one demonstrate empathy in a problem resolution with a customer if they are prohibited from helping the customer?

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

When a product or service fails to meet what the customer wants or needs,dissatisfaction and frustration can result.

Which of the following is a benefit of exceeding customer expectations?