Deck 4: Strategy for Formulating a Plan for Success

Question 1

Contrast the potential success of a strategy that is developed according to the guidelines for creating a strategy and one that is not.

Answer 1

A strategy developed according to the guidelines for creating a strategy has been thought out It has a greater potential for success than one that is created in a less methodical manner Strategies that are carefully created can waste time, money, and customer goodwill

Question 2

What role do customers' expectations play in the establishment of customer service strategy?

Answer 2

Customers' expectations play a significant role in the establishment of a customer service strategy Organizations must find out what customers want from their customer experience Once this is identified, goals can be established to begin the process of achieving their expectations

Question 3

Define culture and give two examples of culture in the workplace.

Answer 3

Culture is composed of the values, beliefs, and norms a group of people share Examples of culture are: typical workday hours, industry lingo, peer accountability, levels of certification, and extra company sponsored activities

Question 4

Explain market segmentation.

Question 5

A plan for positive action is referred to as a company's:

A)expectation.
B)strategy.
C)mission.
D)desire.

Question 6

What variables should be considered when developing a customer service strategy?

Question 7

The largest cost of producing a service is the cost of:

A)labor.
B)paperwork.
C)infrastructure.
D)lost sales.

Question 8

Which of the following is not a part of a firm's infrastructure?

A)the networks of people
B)the physical facilities
C)pertinent customer service information
D)the product itself

Question 9

Identify some customer service market segments that you are in.

Question 10

Look for examples of infrastructure in your own organization.

Question 11

An example of a "high touch" environment would be:

A)a hotel check-in.
B)an ATM.
C)toll-free catalog ordering.
D)pike pass.

Question 12

Explain the difference between high- and low-touch environments.

Question 13

The values, beliefs, and norms a group of people share are referred to as our:

A)morals.
B)philosophy.
C)culture.
D)none of the above.