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1)is a systematic approach to identify and quantify the best practices in an  organization in order to make improvements in effectiveness and efficiency

Management

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1)is a systematic approach to identify and quantify the best practices in an  organization in order to make improvements in effectiveness and efficiency. 

 

            

 

2. .         Which of the following is an example of ethical behavior? 

 

                                                                                        

 

             

3.          Which of the following is an easy way to show respect to customers? 

 

                                                                                    

 

4.          A tip that can help provide quality service to customers is: 

 

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5.         Which of the following strategies should be adopted to successfully build trust? 

 

 

6.          Which of the following is a distinct advantage of using technology in organizations? 

 

7.         _____ refers to an abusive use of various electronic messaging systems to send (p. 322) unsolicited and indiscriminant bulk messages. 

 

 

 

 

8.           Which of the following is a function of the customer relationship management software? 

 

9.          Which of the following statements best define offshoring? 

 

 

 

 

10.       _____ refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products. 

 

 

 

 

11         People from polychronic societies are used to: 

 

 

12.       _____ are groups in which members are separate from their group and are responsible for their destiny. 

 

                                 

13 .      Which of the following may be a result of applying your own cultural practices and beliefs to a situation involving someone from another culture? 

 

 

14.        _____ refers to a term coined by Tony Alessandra related to going beyond the step of

 treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated. 

 

 

15. Service providers invest large amounts of money in training employees because ____. 

 

 

                                                                                                                                   

 

16         Which of the following statements is true of people from monochronic societies? 

 

 

17. The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ____. 

 

 

18.       _____ refers to the relocation of business services by an organization from one country to (p. 21) another. 

 

 

19       Which of the following is a characteristic of organizations that are highly committed to customer service? 

 

 

20.       Employees of other departments or branches, co-workers and other people who work (p. 31) within the same organization are ____. 

 

 

              

              

 

21.       The process of correcting something that has gone wrong involving provision of a product (p. 37) to a client is called ____. 

 

 

22.      Which of the following statements is true of successful organizations? 

 

 

 

23.       _____ is used to describe the giving of decision-making and problem-resolution authority (p. 62) to lower-level employees in an organization. 

 

 

 

24        Internal employees or external consultants who pose as customers in on-site visits, over

the telephone, or online to determine how well customers are being served are known as: 

 

 

 

25       Managers should always ensure that employees: 

 

     

26       Which of the following is an element of the PLAN guide to effective communication? 

 

 

 

27.      When something goes wrong, a service provider should ____. 

 

 

28.       You are a customer service provider. When the telephone rings ____. 

 

 

 

 

29.       Why is nonverbal feedback more powerful than spoken or written feedback? 

 

 

30. An emotion-reducing communication strategy that helps in handling conflict is ____. 

 

 

 

31         Nonverbal communication cues that send powerful messages through gestures, vocal

qualities, manner of dress and grooming are known as ____. 

 

 

            

 

32.        In a board meeting, the chairman says "John is the pineapple of hard work". He

obviously meant the word pinnacle and not pineapple. This is an example of ____. 

 

 

33. The intimate distance which is typically reserved for family and intimate relationships is usually ____. 

 

 

 

34.       As a service provider, one way to be nice to customers when they approach is to:

 

 

35 .      _____ is the primary means that many customer service professionals use to determine (p. 166) the needs of their customers. 

 

 

 

 

36         What is the last phase of the listening process? 

 

37. _____ refers to sending back verbal and nonverbal messages to a message originator.  (p. 169) 

 

38.        The brain can comprehend messages delivered at: 

 

 

 

 

 

39. Which of the following statements is true of listening? 

 

 

40. _____ is the ability to gain, store and retain information in the brain for later application.  (p. 169) 

            

 

 

41. Recognition is: 

 

 

42. . Which of the following is a personal obstacle that can cause listening breakdown? 

 

 

43.       The situation of a listener being bombarded with data from many sources is often called (p. 178) ____. 

 

 

 

 

44.       Observable tendencies or descriptive terms that identify categories of human behavior (p. 202) are known as ____. 

 

 

 

45.       An outcome to a disagreement in which both parties walk away feeling that they got (p. 213) what they wanted or needed is a: 

 

 

 

46. A generalization made about an individual or group that is not based on realty is called (p. 223) a: 

 

 

 

 

47.       In customer service, relationships with customers are built on _____ the characteristics (p. 203) of others. 

 

 

48.       In customer service, many people do not always act the way you want them to. Hence (p. 203) ____. 

 

 

49.       People whose preferences are the inquisitive style:  (p. 207) 

 

50.       _____ style is one of the behavioral groups characterized by being introverted and task (p. 207) focused. 

 

 

 

51.       Which of the following tactics can be pursued to effectively handle dissatisfied or angry (p. 242) customers?  

 

 

52.       Which of the following is a good strategy for effectively handling demanding (p. 237) customers?  

 

 

53.        Before you get a customer to calm down, you should:  

 

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54.        The first step in the emotion-reducing model is to:  

 

 

55.       A(n) _____ focuses on the need for service providers to build strong bonds with (p. 284) customers. 

 

 

 

 

56.       _____ are groups in which members are separate from their group and are responsible for (p. 285) their destiny. 

 

 

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57..       People from polychronic societies are used to: 

 

 

 

58.        Which of the following statements best define offshoring? 

 

 

 

             

 

 

 

59.       Which of the following strategies should be adopted to successfully build trust? 

 

 

60.        Which of the following is an easy way to show respect to customers? 

 

 

61.       Which of the following is an example of ethical behavior?  (p. 389)