Exam 7: Managing the Customer Mix

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -To eliminate the hazards of disruptive customer behaviors,service personnel must be prepared to occasionally act as ________________ in managing customer-to-customer relationships.

Service organizations can produce a satisfying customer experience by

Service organizations should attempt to encourage random acts of kindness among customers.

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -A _________ represents a sequence of events involving customers and employees that are likely to unfold during the process of service delivery.

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -_______________ minimizes customer problems.

Unfriendly interactions between customers and employees are often the result of misunderstandings about the customer's role versus that of the employee.

Explain how customers themselves can undermine the efforts of service marketers to provide them with satisfying service experiences.

Is it necessary for service organizations to manage overly (aggressively)friendly customers?

A local service provider hired you to help it improve customer-to-customer relationships.Describe the different tools that you may recommend to the service provider for training its customers.

What is customer rage,and what recommendations would you offer to service organizations seeking to effectively manage customer rage?

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -_________________ is the practice of selecting the appropriate customer mix in an effort to encourage satisfying customer-to-customer relationships when an organization's customers are in proximity to one another,are likely to interact verbally,have different reasons for using the service,or possess diverse backgrounds.

A customer mix refers to the assortment of people who differ on demographic,socioeconomic,or other characteristics and who patronize a service organization.

Customers may be disappointed with a service for all of the following reasons EXCEPT

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -_______ and _______ are scientifically developed surveys that are intended to measure service quality.

When training customers to ensure a better service experience,services should recognize that

Service organizations that exert too much control over customers may lose their customers.

Which of the following customer training tools should be used to encourage satisfying customer-to-customer relationships when customers are likely to interact yet have different reasons for using the service or different backgrounds?

Full-service organizations serving small groups of customers typically require higher levels of customer-to-customer management than self-service organizations serving large numbers of people at a time.

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -____________ refers to the array of people with differing ages,gender,socioeconomic backgrounds,knowledge or experience,ethnicity,and other characteristics who patronize a service organization.

During a recent meeting with managers of a restaurant,one manager complained that some of the customers were disrupting the service experience of the others.A second manager indicated that this is a common problem in any restaurant and that the restaurant cannot be expected to manage its customer-to-customer interactions.How would you respond to the second manager? Explain your answer.