Exam 7: Managing the Customer Mix

The customer is an important element to consider when developing a service strategy under all of the following conditions EXCEPT when

The customer is always right.

Customer rage incidents,at all levels of severity,occur most often in the service sector.

Most service organizations must pay careful attention to the interactions among their customers.

Customers are a less important influence on the service experience of other customers when a service has a self-service component.

You and a partner were discussing customer experiences with your service.Your partner argued that he received a number of customer suggestions for improving the service and he recommended that the service be modified to incorporate these suggestions.To support his position,your partner referred to the old adage that "the customer is always right." Respond to your partner.Explain your answer.

It is not possible for service organizations to train their customers to follow basic rules for producing a satisfying service experience.

The use of signs to direct customers through the creation of a service is an example of a service script.

A service script is an effective customer training tool for enhancing the performances of services that require a high degree of customer participation.

Customer compatibility management is critical to an organization that is interested in relationship marketing.

Service organizations should welcome customers who are too friendly or too helpful,as these customers greatly enhance their fellow patrons' service experience.

To reduce the likelihood of customer rage,service managers are recommended to perform all of the listed actions EXCEPT

The efforts of a service provider may be damaged by customers for all of the following reasons EXCEPT

Describe the recommended procedures for improving customer-to-customer relationships during a service encounter.

Careful management of customer-to-customer relations is not needed for those service organizations that provide a minimal level of attentiveness to a heterogeneous customer mix.

The customer experience often occurs with multiple customers whose presence may influence each other positively or negatively.

Skillfully managing customer participation and customer-to-customer interactions does little to help organizations improve the service's value from the customer's point of view.

Most cases of customer rage are not closely linked to the service employees,service setting,and/or service process.

Which of the following categories of customer interactions is (are)less likely to be problematic for service organizations?

Customers who are too friendly or too helpful during a service encounter can produce a less than desired influence on other service patrons who are also experiencing the same service at the same time.