Question 1

The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving?

Accepted Answer

A)  Always sympathize with the customer just to make them feel better. 
B)  Refrain from going the extra mile to provide exemplary service. 
C)  Give in to the whim and request of every customer. 
D)  Think like the customer and act accordingly.

Question 3

A demanding customer may feel a need to be or stay in control, especially if he or she has felt out of control in the past.

Accepted Answer

A) True 
 B)False

Question 4

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service.

Accepted Answer

A) True 
 B)False

Question 5

Talkative customers are not classified as difficult customers.

Accepted Answer

A) True 
 B)False

Question 6

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

Accepted Answer

A) True 
 B)False

Question 7

Internal customers with special requests can be classified as difficult customers.

Accepted Answer

A) True 
 B)False

Question 8

Customers often take their business to competitors if they feel they have received poor service and complacency, inappropriate complaint resolution, or unmet needs from one's company.

Accepted Answer

A) True 
 B)False

Question 9

When using the emotion-reducing model, it is appropriate for the service provider to interrupt the customer and interject his or her own views.

Accepted Answer

A) True 
 B)False

Question 10

The more you know about behavioral style tendencies, the harder it is to deal with people in a variety of situations.

Accepted Answer

A) True 
 B)False

Question 11

Motivators that cause customers to seek out specific types of products or services are referred to as customer needs.

Accepted Answer

A) True 
 B)False

Question 12

A customer who rarely volunteers feelings and asks "why" questions demonstrates characteristics of the ________ behavioral style.

Accepted Answer

A)  expressive 
B)  decisive 
C)  inquisitive 
D)  rational

Question 13

To effectively serve an angry customer, the service provider must move beyond the emotions to discover the reason for his or her anger.

Accepted Answer

A) True 
 B)False

Question 14

List any five possible strategies to effectively handle dissatisfied customers.

Accepted Answer

The answer of List any five possible strategies to effectively...

Question 15

The cost of acquiring new customers is less costly than the cost of retaining current ones.

Accepted Answer

A) True 
 B)False

Exam 7: Service Breakdowns and Service Recovery

The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model.

Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving?

A demanding customer may feel a need to be or stay in control, especially if he or she has felt out of control in the past.

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service.

Talkative customers are not classified as difficult customers.

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

Internal customers with special requests can be classified as difficult customers.

Customers often take their business to competitors if they feel they have received poor service and complacency, inappropriate complaint resolution, or unmet needs from one's company.

When using the emotion-reducing model, it is appropriate for the service provider to interrupt the customer and interject his or her own views.

The more you know about behavioral style tendencies, the harder it is to deal with people in a variety of situations.

Motivators that cause customers to seek out specific types of products or services are referred to as customer needs.

A customer who rarely volunteers feelings and asks "why" questions demonstrates characteristics of the ________ behavioral style.

To effectively serve an angry customer, the service provider must move beyond the emotions to discover the reason for his or her anger.

List any five possible strategies to effectively handle dissatisfied customers.

The cost of acquiring new customers is less costly than the cost of retaining current ones.