Deck 5: Empowerment

Question 1

How can a lack of empowerment affect a customer service provider's ability to provide the service that customers expect?

Answer 1

A lack of empowerment can make customer service providers seem unprepared to serve their customers It may also affect their motivation because they are unable to really serve their customers; this may result in frustration

Question 2

Why are so many ineffective systems in place in organizations?

Answer 2

Many ineffective systems are in place in organizations because the current systems are out of date or were created by individuals who did really understand the desired end result

Question 3

If everything else is equal, a system produces service more effectively and more efficiently when the customer participates .

A)very little
B)a moderate amount
C)as much as he can
D)none of the above

Answer 3

C

Question 4

List three examples of coproduction.

Question 5

What are some types of businesses that are the most conducive to coproduction?

Question 6

What are some guidelines for creating an effective customer service system?

Question 7

How can a system update or the creation of a new system enhance the provision of excellent customer service?

Question 8

In your experience, are customers willing to provide a part of their own service? Why?

Question 9

The means by which an organization will fulfill its purpose is referred to as its:

A)mission.
B)code of ethics.
C)purpose.
D)strategy.

Question 10

Which of the following is not an example of empowerment?

A)A grocery store checker's ability to match a competitor's price.
B)A customer service representative authorized to waive a customer's credit card annual fee.
C)The opportunity for employees to carry large packages to their customer's cars.
D)Allowing employees to perform additional services for customers on the employee's own time.

Question 11

Write mission and purpose statements for your department or class.

Question 12

Which of the following would be the most conducive to coproduction?

A)an elegant and expensive restaurant
B)plumbing repairs
C)a medical waiting room
D)all of the above are conducive to co-production

Question 13

Empowerment is:

A)when the customers participate in providing their own customer service.
B)the same thing as communication.
C)to give official authority or legal power to.
D)the personal force that causes us to behave in a particular way.

Question 14

Explain empowerment.