Question 1

Which of the following is a characteristic of a moment of truth?

Accepted Answer

A) Simple services have more moments of truth than complex services. 
B) All moments of truth carry the same significance for customer satisfaction. 
C) Each moment of truth possesses a single opportunity for failure. 
D) All of these are characteristic of a moment of truth. 
E) None of these is characteristic of a moment of truth. 
A) Simple services have more moments of truth than complex services. 
B) All moments of truth carry the same significance for customer satisfaction. 
C) Each moment of truth possesses a single opportunity for failure. 
D) All of these are characteristic of a moment of truth. 
E) None of these is characteristic of a moment of truth. E

Question 2

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-A customer's __________ is the sum of all possible purchases over his/her lifetime.

Accepted Answer

Lifetime Value

Question 3

Describe the steps service organizations may use in their service recovery efforts.

Accepted Answer

Service organizations may use the following steps in their service recovery efforts:

1. Acknowledge the issue: The first step is to acknowledge the customer's complaint or issue. This shows the customer that their concerns are being taken seriously.

2. Apologize: A sincere apology can go a long way in calming an upset customer. It shows empathy and understanding of the customer's frustration.

3. Investigate the issue: Service organizations should thoroughly investigate the root cause of the problem to prevent it from happening again in the future.

4. Resolve the issue: Once the problem has been identified, the organization should take immediate steps to resolve the issue and make things right for the customer.

5. Communicate with the customer: Keeping the customer informed throughout the process is crucial. This helps to manage expectations and shows the customer that their concerns are being addressed.

6. Follow up: After the issue has been resolved, it's important for the organization to follow up with the customer to ensure their satisfaction and to gather feedback on the service recovery process.

By following these steps, service organizations can effectively address customer complaints and improve customer satisfaction.

Question 4

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-__________________ refers to a circumstance in which a failed effort at service recovery is as bad or worse than no effort at all.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking...

Question 5

All five steps of the service recovery effort should be attempted whenever customer disappointment results in a feeling of

Accepted Answer

A) victimization. 
B) annoyance. 
C) Both victimization and annoyance. 
D) Neither victimization nor annoyance. 
E) There is not enough information to answer the question. 
A) victimization. 
B) annoyance. 
C) Both victimization and annoyance. 
D) Neither victimization nor annoyance. 
E) There is not enough information to answer the question.

Question 6

Research suggests that reducing customer defections by as little as 5% can more than double an organization's profits.

Accepted Answer

A) True 
 B)False

Question 7

A local service firm hired you to help it discover whether service recovery efforts are needed.What methods might you use to discover whether the firm needs to engage in service recovery efforts?

Accepted Answer

There are several methods that can be us

Question 8

What are the circumstances surrounding the moments of truth that affect the likelihood that service recovery efforts will be needed?

Accepted Answer

The circumstances surrounding the moment

Question 9

A service organization should encourage its customers to complain to the organization about its service failures.

Accepted Answer

A) True 
 B)False

Question 10

Is the complete service recovery process required to resolve all types of customer disappointments? Explain your answer.

Accepted Answer

The complete service recovery process ma

Question 11

An example of a customer service in a hairdressing service is a haircut.

Accepted Answer

A) True 
 B)False

Question 12

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-________ occurs when a customer is irritated by the organization's service failure itself.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking...

Question 13

In order to win customers,excellent customer service can compensate for a poor core product.

Accepted Answer

A) True 
 B)False

Question 14

Customer service refers to all customer-provider interactions,including the proactive selling and the core product delivery,that facilitate the organization's relationship with its customers.

Accepted Answer

A) True 
 B)False

Question 15

What is meant by customer service?

Accepted Answer

Customer service refers to the assistanc

Question 16

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-_____________ refers to all customer-provider interactions,other than proactive selling and the core product delivery,that facilitates the organization's relationship with its customers.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking...

Question 17

One benefit of proactive customer service is that it can be used as an input for making service design improvements.

Accepted Answer

A) True 
 B)False

Question 18

Customer service is sometimes referred to as a facilitating service.

Accepted Answer

A) True 
 B)False

Question 19

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-____________ is any contact with a service organization that the customer may use to evaluate the service.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking...

Question 20

Which of the following activities is NOT an example of a customer service?

Accepted Answer

A) The way a customer is treated before receiving a haircut 
B) The customer's haircut itself 
C) The handling of a customer's special request 
D) All of these are examples of customer service. 
E) None of these are examples of customer service. 
A) The way a customer is treated before receiving a haircut 
B) The customer's haircut itself 
C) The handling of a customer's special request 
D) All of these are examples of customer service. 
E) None of these are examples of customer service.

Which of the following is a characteristic of a moment of truth?

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -A customer's __________ is the sum of all possible purchases over his/her lifetime.

Describe the steps service organizations may use in their service recovery efforts.

All five steps of the service recovery effort should be attempted whenever customer disappointment results in a feeling of

Research suggests that reducing customer defections by as little as 5% can more than double an organization's profits.

A local service firm hired you to help it discover whether service recovery efforts are needed.What methods might you use to discover whether the firm needs to engage in service recovery efforts?

What are the circumstances surrounding the moments of truth that affect the likelihood that service recovery efforts will be needed?

A service organization should encourage its customers to complain to the organization about its service failures.

Is the complete service recovery process required to resolve all types of customer disappointments? Explain your answer.

An example of a customer service in a hairdressing service is a haircut.

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -________ occurs when a customer is irritated by the organization's service failure itself.

In order to win customers,excellent customer service can compensate for a poor core product.

Customer service refers to all customer-provider interactions,including the proactive selling and the core product delivery,that facilitate the organization's relationship with its customers.

What is meant by customer service?

One benefit of proactive customer service is that it can be used as an input for making service design improvements.

Customer service is sometimes referred to as a facilitating service.

Which of the following activities is NOT an example of a customer service?

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Plugging Into the Information Age

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Researching Service Success and Failure

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters

Exam 11: Regaining Customer Confidence Through Customer Service and Service Recovery

Which of the following is a characteristic of a moment of truth?

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -A customer's __________ is the sum of all possible purchases over his/her lifetime.

Describe the steps service organizations may use in their service recovery efforts.

All five steps of the service recovery effort should be attempted whenever customer disappointment results in a feeling of

Research suggests that reducing customer defections by as little as 5% can more than double an organization's profits.

A local service firm hired you to help it discover whether service recovery efforts are needed.What methods might you use to discover whether the firm needs to engage in service recovery efforts?

What are the circumstances surrounding the moments of truth that affect the likelihood that service recovery efforts will be needed?

A service organization should encourage its customers to complain to the organization about its service failures.

Is the complete service recovery process required to resolve all types of customer disappointments? Explain your answer.

An example of a customer service in a hairdressing service is a haircut.

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -________ occurs when a customer is irritated by the organization's service failure itself.

In order to win customers,excellent customer service can compensate for a poor core product.

Customer service refers to all customer-provider interactions,including the proactive selling and the core product delivery,that facilitate the organization's relationship with its customers.

What is meant by customer service?

One benefit of proactive customer service is that it can be used as an input for making service design improvements.

Customer service is sometimes referred to as a facilitating service.

Which of the following activities is NOT an example of a customer service?

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Plugging Into the Information Age

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Researching Service Success and Failure

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters