Exam 2: Contributing to the Service Culture

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.

Empowerment:

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.

In a direct contact environment,customers interact directly with people.

Employee expectations are perceptions about positive and negative aspects of the workplace.

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

Which of the following statements is true of a top down-oriented organization?

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 that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management.

By outsourcing jobs to a third party,companies can save money by reducing health benefits or retirement payments.

The service culture in every organization is identical.

What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?

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?

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

Which of the following is the first step that an organization should take in creating or redefining its service environment?

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

Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.

Explain how a mentor can assist new employees.

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

Managers should always ensure that employees: