Customer Service Quiz CHAPTER 2 1)Service cultures include such things as policies and procedures

Customer Service Quiz

CHAPTER 2

1)Service cultures include such things as policies and procedures.

2. To remain competitive, organizations must continually monitor and evaluate their systems.
3. Advertising, service delivery, and complaint resolution are examples of customer-friendly systems
4. To better face daily challenges and opportunities in the workplace, you should strive to increase your knowledge, build your skills, and improve your ¬attitude.
5. Some of the tools used by organizations to measure service culture include employee focus groups, mystery shoppers, and customer lotteries.
6. By determining the Added Value And Results For Me (AVARFM), you can develop more personal commitment to service excellence.
7. Use of “they” language to refer to management when dealing with customers helps demonstrate your commitment to your organization and its culture.
8. Communicating openly and effectively is one technique for working more closely with customers.
9. Even though you depend on vendors and suppliers, they are not your customers.
10. Business etiquette dictates that you should return all telephone calls within four hours.
11. Your job of serving a customer should end at the conclusion of a transaction so that you can switch your attention to new customers.
12. Customers want value for their money and effective, efficient service.
13. True or False: Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture

14. The service philosophy of an organization typically originates from:

15. ___ is best defined as the direction or focus on an organization that supports day-to-day interactions with customers.

16. With regard to a company’s service philosophy, organizations should ensure that______.

17. In the context of the elements of a service culture, the task assignments that service providers assume in customer interactions are best referred to as ________.

18. To improve its customer service, a supermarket chain decides to benchmark the customer service practices of an automobile dealer. This includes one sales representative for each customer in store, and a 30-minute sales presentation on the products that a potential customer wishes to buy. In the context of RUMBA, which of the following criterion does the supermarket chain lack?

19. In a purely customer-focused environment, service measurement is typically in terms of factors, such as ___.

20. In order to meet customer expectations, service employees should typically ______.

21. Jason is an employee at a small company. When compared to employees in large organizations, Jason will have _________.

22. What is contributing factor that increases churn rate for a small business?

23. Which of these employee characteristics is especially helpful in a nonprofit organization?

24. True or False: Mentors helps their proteges grow professionally and personally.

25. The frontline employees at an apparel store have the authority to replace or exchange merchandise, without having to consult the store owner, if they consider a customer’s claim to be valid. This scenario best exemplifies _______.

26. An employee _______ survey gives employees an opportunity to voice their thoughts on how well policies, procedures, management, technology and other systems are performing.

27. Ethical behavior refers to acting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem.

28. A culture can seldom be communicated through your interactions with customers.

29. Organizations often overpromise and underdeliver because their cultural and internal systems do not have the ability to support customer service initiatives.

30. Generally, an organization’s approach to business, its mission or its service philosophy, is driven from the top of the organization.

31. The feel, felt, found technique is a process for expressing empathy and concern for someone and for helping that person understand that you can relate to the situation.

32. Service measurements refer to the techniques used by organizations to determine how customers perceive the value of services and products received.

33. Employee expectations refer to the task assignments that service providers assume.
34. vertising and complaint resolution are seldom customer-friendly systems.
35. Surveys, focus groups, or customer–provider meetings/forums are a good way to _____.

36. Major organizations now realize it is cheaper to attract new customers than to satisfy and keep old customers.

37. A service environment made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization, is known as its service culture.

38. A service culture starts with the frontline employee and filters up to the top of the organization.

39. Leadership is not particularly crucial to service success.

40. The first step a company should take in creating or redefining its service environment is to identify the needs of its staff in meeting customer expectations.

41. Acting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem is called _____.

42. Which of the following is classified as a direct service delivery system?