Question 1

An indirect delivery system:

Accepted Answer

A)  involves face-to-face interaction between employees and customers. 
B)  offers a hands-off self-service approach to customers. 
C)  cannot provide follow-up support to customers. 
D)  is viewed as a more caring customer service approach than a direct delivery system. 
A)  involves face-to-face interaction between employees and customers. 
B)  offers a hands-off self-service approach to customers. 
C)  cannot provide follow-up support to customers. 
D)  is viewed as a more caring customer service approach than a direct delivery system.

Question 2

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 3

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

Question 4

Which of the following characteristics is included in RUMBA?

Accepted Answer

A)  Abstract 
B)  Understandable 
C)  Measureless 
D)  Rigid 
A)  Abstract 
B)  Understandable 
C)  Measureless 
D)  Rigid

Question 5

_____ is defined as a group of processes in an organization that make 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 6

Which of the following statements is true of successful organizations?

Accepted Answer

A)  The mission and vision statements of these organizations are completely different. 
B)  They typically view customers from the standpoint of what company products or services they use. 
C)  The members of the upper management make themselves clearly visible to front-line employees. 
D)  They realize that it is cheaper to continually attract new customers than to retain current customers. 
A)  The mission and vision statements of these organizations are completely different. 
B)  They typically view customers from the standpoint of what company products or services they use. 
C)  The members of the upper management make themselves clearly visible to front-line employees. 
D)  They realize that it is cheaper to continually attract new customers than to retain current customers.

Question 7

A benefit for an organization that outsources its noncore positions is that:

Accepted Answer

A)  the long-term employee expertise of the organization is retained. 
B)  the organization's reputation in the eyes of the local citizens improves significantly. 
C)  the loyalty of the remaining employees in the organization increases. 
D)  the need to purchase and update computers and related equipment is eliminated. 
A)  the long-term employee expertise of the organization is retained. 
B)  the organization's reputation in the eyes of the local citizens improves significantly. 
C)  the loyalty of the remaining employees in the organization increases. 
D)  the need to purchase and update computers and related equipment is eliminated.

Question 8

The first step a company should take in creating or redefining its service environment is to:

Accepted Answer

A)  decide where the company is now and where it needs to be in order to better serve customers. 
B)  review the manner in which the internal and external customer needs are addressed. 
C)  create a plan to attract and hold its potential customers. 
D)  conduct an inspection of its service and product delivery mechanisms. 
A)  decide where the company is now and where it needs to be in order to better serve customers. 
B)  review the manner in which the internal and external customer needs are addressed. 
C)  create a plan to attract and hold its potential customers. 
D)  conduct an inspection of its service and product delivery mechanisms.

Question 9

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 10

Employees should always share their organization's internal problems with the customers.

Accepted Answer

A) True 
 B)False

Question 11

Employees should always focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

Accepted Answer

A) True 
 B)False

Question 12

Generally,most customers want the transactions to be quick; hence,they do not expect pleasantries such as "please" and "thank you."

Accepted Answer

A) True 
 B)False

Question 13

_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization.

Accepted Answer

A)  Micromanagement 
B)  Empowerment 
C)  Centralization 
D)  Totalitarianism 
A)  Micromanagement 
B)  Empowerment 
C)  Centralization 
D)  Totalitarianism

Question 14

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:

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 15

A company's mission is generally driven from the top of the organization.

Accepted Answer

A) True 
 B)False

An indirect delivery system:

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

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

Which of the following characteristics is included in RUMBA?

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

Which of the following statements is true of successful organizations?

A benefit for an organization that outsources its noncore positions is that:

The first step a company should take in creating or redefining its service environment is to:

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

Employees should always share their organization's internal problems with the customers.

Employees should always focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

Generally,most customers want the transactions to be quick; hence,they do not expect pleasantries such as "please" and "thank you."

_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization.

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:

A company's mission is generally driven from the top of the organization.

The Customer Service Profession

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

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

An indirect delivery system:

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

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

Which of the following characteristics is included in RUMBA?

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

Which of the following statements is true of successful organizations?

A benefit for an organization that outsources its noncore positions is that:

The first step a company should take in creating or redefining its service environment is to:

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

Employees should always share their organization's internal problems with the customers.

Employees should always focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

Generally,most customers want the transactions to be quick; hence,they do not expect pleasantries such as "please" and "thank you."

_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization.

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:

A company's mission is generally driven from the top of the organization.

The Customer Service Profession

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters