Question 1

When a product or service fails to meet what the customer wants or needs, dissatisfaction and frustration can result.

Accepted Answer

A) True 
 B)False

Question 2

What are the six steps in the problem-solving model?

Accepted Answer

The answer of What are the six steps in the...

Question 3

Which of the following is a benefit of exceeding customer expectations?

Accepted Answer

A)  Increase in competition 
B)  Goodwill and positive publicity 
C)  Increase in domineering customers 
D)  Customer defection

Question 4

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.

Accepted Answer

A) True 
 B)False

Question 5

You can win the customer over by ________.

Accepted Answer

A)  working without the help of the customer to solve the problem 
B)  telling the customer to go somewhere else while you handle it 
C)  letting someone else handle it to save your time 
D)  using a people-centered approach to problem analysis and problems solving

Question 6

Customer expectations can affect how service is delivered and perceived.

Accepted Answer

A) True 
 B)False

Question 7

A key to successfully serving all types of customers is to stereotype them.

Accepted Answer

A) True 
 B)False

Question 8

Service breakdowns do not occur in all industries.

Accepted Answer

A) True 
 B)False

Question 9

A good strategy when dealing with rude or inconsiderate customers is to remain professional.

Accepted Answer

A) True 
 B)False

Question 10

The key to complaint resolution is that it is your perception of the situation, not the customer's, which counts.

Accepted Answer

A) True 
 B)False

Question 11

When a company provides what is promised, dependably and with quality, it is considered to be ________.

Accepted Answer

A)  attentive 
B)  resourceful 
C)  seamless 
D)  trustworthy

Question 12

How would one demonstrate empathy during problem resolution with a customer if they are prohibited from helping the customer?

Accepted Answer

The answer of How would one demonstrate empathy during problem...

Question 13

Which of the strategies should be adopted when a customer takes time to share a concern, complaint, or question?

Accepted Answer

A)  Redirect the complaint, concern, or query to your boss. 
B)  Pretend to address the customer's grievances by giving them utmost importance. 
C)  Take necessary actions to resolve the problem only when it is most convenient for you. 
D)  Ensure that necessary follow-up actions begin once the transaction is completed.

Question 14

List any five work behaviors to adopt that can build internal relationships.

Accepted Answer

The answer of List any five work behaviors to adopt...

Question 15

Which of the following is the final step in the problem-solving process?

Accepted Answer

A)  Evaluating the alternatives 
B)  Knowing you made the right decision 
C)  Monitoring the results 
D)  Analyzing the data

Question 16

What are the five phases to the service recovery process?

Accepted Answer

The answer of What are the five phases to the...

Question 17

Dealing with internal customers may be more sensitive than your dealings with outsiders due to the ongoing nature of the relationship.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is a good strategy for effectively handling demanding customers?

Accepted Answer

A)  Accommodate every wish of the customer. 
B)  Avoid addressing the customer using his or her name. 
C)  Retaliate verbally when the customer becomes unreasonable. 
D)  Be professional and respect the customer.

Question 19

When a company provides caring, personalized attention to customers, recognizing both their human and business needs, it is considered to be ________.

Accepted Answer

A)  attentive 
B)  resourceful 
C)  seamless 
D)  trustworthy

Question 20

The first key step in the problem-solving process is to identify the alternatives.

Accepted Answer

A) True 
 B)False

Exam 7: Service Breakdowns and Service Recovery

When a product or service fails to meet what the customer wants or needs, dissatisfaction and frustration can result.

What are the six steps in the problem-solving model?

Which of the following is a benefit of exceeding customer expectations?

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.

You can win the customer over by ________.

Customer expectations can affect how service is delivered and perceived.

A key to successfully serving all types of customers is to stereotype them.

Service breakdowns do not occur in all industries.

A good strategy when dealing with rude or inconsiderate customers is to remain professional.

The key to complaint resolution is that it is your perception of the situation, not the customer's, which counts.

When a company provides what is promised, dependably and with quality, it is considered to be ________.

How would one demonstrate empathy during problem resolution with a customer if they are prohibited from helping the customer?

Which of the strategies should be adopted when a customer takes time to share a concern, complaint, or question?

List any five work behaviors to adopt that can build internal relationships.

Which of the following is the final step in the problem-solving process?

What are the five phases to the service recovery process?

Dealing with internal customers may be more sensitive than your dealings with outsiders due to the ongoing nature of the relationship.

Which of the following is a good strategy for effectively handling demanding customers?

When a company provides caring, personalized attention to customers, recognizing both their human and business needs, it is considered to be ________.

The first key step in the problem-solving process is to identify the alternatives.