Deck 2: Contributing to the Service Culture

Question 1

The service culture in every organization does not include beliefs and rituals.

Answer 1

False

Question 2

A sole proprietorship is a one-owner business.

Answer 2

True

Question 3

Employees should share their organization's internal problems with the customers.

Answer 3

False

Question 4

A company's mission is generally driven from the top of the organization.

Question 5

Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.

Question 6

By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.

Question 7

The type of delivery system used by organizations to serve customers is not important.

Question 8

In a direct contact environment, customers interact directly with an organization's representative.

Question 9

For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

Question 10

An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.

Question 11

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Question 12

Employee expectations are perceptions about positive and negative aspects of the workplace.

Question 13

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

Question 14

Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.

Question 15

Employees should focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

Question 16

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

Question 17

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Question 18

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Question 19

To demonstrate strong support for their company, frontline employees or supervisors should always use "they" language when dealing with customers.

Question 20

Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.

Question 21

Which of the following characteristics is included in RUMBA?

A) Abstract
B) Understandable
C) Measureless
D) Rigid

Question 22

In an organization, ________ are the task assignments that service providers assume.

A) service delivery systems
B) customer expectations
C) employee roles
D) value chain activities

Question 23

Which of the following statements is true of successful organizations?

A) The mission and vision statements of these organizations are completely different.
B) They typically view customers from the standpoint of what company products or services they use.
C) The members of the upper management make themselves visible to frontline employees.
D) They realize that it is cheaper to continually attract new customers than to retain current customers.

Question 24

________ are a method of reviewing the manner in which internal and external customer needs are addressed.

A) Ethical codes
B) Vision statements
C) Churn rates
D) Focus groups

Question 25

In a purely customer-focused environment, service measurement is typically in terms of ________.

A) employee turnover
B) the number of products manufactured
C) potential sales
D) the number of customer complaints

Question 26

Retail and service organizations should ________.

A) focus on attracting new customers instead of trying to retain current customers
B) communicate their internal problems to customers
C) establish policies and procedures that are flexible
D) respond to customer complaints using "company policy" as an excuse

Question 27

Generally, most customers want the transactions to be quick; hence, they do not expect pleasantries such as "please" and "thank you."

Question 28

Which of the following statements is true of a top down-oriented organization?

A) Customers are at the top of the organization's structure.
B) It typically focuses on individual needs of customers rather than its products.
C) It typically views the senior management as a final element or afterthought.
D) Upper management is at the top of the hierarchy.

Question 29

Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.

Question 30

Which of the following is the first step that an organization should take in creating or redefining its service environment?

A) Empowering its employees to better serve customers
B) Making sure it knows who its customers really are
C) Conducting an inspection of its systems and practices
D) Reviewing the manner in which external customer needs are addressed

Question 31

What is another advantage of empowerment?

A) It provides a morale boost to inexperienced or failing employees.
B) It hides internal problems from the customer.
C) It requires frontline employees in an organization to decrease contact with their managers.
D) It is an intangible way that service organizations reward employees.

Question 32

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

A) Always use "they" language when dealing with customers and hide behind "company policy" when handling customer problems
B) Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons
C) Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
D) Exclude the information collected from customer feedback surveys when measuring the service performance of her salon

Question 33

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

A) Customer-friendly system
B) Employee empowerment
C) Product development
D) Management information system

Question 34

An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management.

Question 35

If frontline employees are angry because of a policy, procedure, management, or a customer, they must always communicate their frustrations or pressures with that customer.

Question 36

To ensure the success of an organization's customer service, a service professional should do which of the following?

A) Continually reevaluate what he/she does on a daily basis when dealing with customers
B) Communicate the organization's internal policies, practices, or politics to customers
C) Focus on attracting new customers rather than trying to retain existing customers
D) Always use "they" language when dealing with customers

Question 37

A service professional should partner with customers to promote a positive service culture.

Question 38

Which of the following approaches helps companies develop an effective organizational culture?

A) Companies should recognize, appreciate, and regularly reward the performance of their employees.
B) Companies should always view customers from the standpoint of what company products or services they use.
C) Companies should develop mission statements that are completely different from the vision statement.
D) Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization.

Question 39

Managers should ensure that employees ________.

A) focus on attracting new customers rather than retaining current customers
B) communicate the internal problems of the organization to customers
C) are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization
D) are assigned goals which are difficult to obtain in order to ensure maximum productivity

Question 40

________ is used to describe when lower-level employees in an organization are given decision-making and problem-resolution authority.

A) Micromanagement
B) Empowerment
C) Centralization
D) Totalitarianism

Question 41

A benefit for an organization that outsources its noncore positions is that ________.

A) the long-term employee expertise of the organization is retained
B) the organization's reputation in the eyes of the local citizens improves significantly
C) the loyalty of the remaining employees in the organization increases
D) the need to purchase and update computers and related equipment is eliminated

Question 42

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

A) Service professionals should always use "they" language when dealing with customers.
B) Service professionals should involve customers in situations that are out of their control.
C) Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
D) Service professionals should focus on attracting new customers rather than trying to retain existing customers.

Question 43

What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?

Question 44

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

A) They discourage employee empowerment.
B) They readily accept status quo of competitor.
C) They benchmark the successful practices of competitors.
D) They restrict communication between frontline employees and all levels of management.

Question 45

To promote a positive service culture, customer service professionals should always ________.

A) view vendors and suppliers as salespeople whose only purpose is to serve them
B) focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
C) be well versed in the many facets of their organization and its operation, related industry topics, and the competition
D) use "they" language when dealing with customers

Question 46

The means by which an organization effectively gets its products and services to customers is known as:

A) outsourcing
B) service delivery systems
C) micromanagement
D) service measurement

Question 47

Which of the following statements is a disadvantage for a company that outsources jobs?

A) The need to purchase and update computers and related equipment increases substantially.
B) The potential to groom and hire from within an enculturated workforce decreases.
C) The work force size within the company increases, thereby increasing its salary budget.
D) The company's contribution to employee health benefits, retirement, and 401(k) payments increases.

Question 48

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 ________.

A) mystery shoppers
B) lobbyists
C) jobbers
D) category captains

Question 49

From a customer's perspective, what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?

Question 50

Explain how empowerment helps develop an effective service culture.

Question 51

Daniel, a customer service executive, has received a call from Mrs. Karen Lynn, a customer, complaining about a problem with her refrigerator. Mrs. Lynn wants to get the refrigerator fixed at no additional cost. However, the warranty period for the appliance has expired. In this scenario, which of the following responses will demonstrate Daniel's commitment to customer service?

A) "Mrs. Lynn, I cannot help you. The company policy states that customers have to bear the cost of repairs after the warranty period has expired."
B) "Mrs. Lynn, let me transfer your call to the sales department. They will brief you about the new products that are being offered this month."
C) "Mrs. Lynn, I've inquired about your request, but the manager has said that the company cannot incur the cost of repairing your refrigerator."
D) "Mrs. Lynn, what I can do to resolve this problem is to offer you a thirty percent discount on the repair costs and a two-year warranty on your appliance."

Question 52

To maintain an efficient service delivery system, an organization should always ________.

A) ensure that frontline employees cannot make decisions without the permission of their supervisors
B) ensure that customers do not have to deal with the internal policies, practices, and politics
C) encourage its managers and frontline employees to use "they" language when dealing with customers
D) view customers from the standpoint of what company products or services they use

Question 53

An indirect delivery system typically involves ________.

A) face-to-face interaction between employees and customers
B) a hands-off self-service approach to customers
C) extensive customer contact throughout the interaction.
D) a more caring customer service approach than a direct delivery system

Question 54

Explain how a mentor can assist new employees.

Question 55

List the eleven strategies for promoting a positive service culture.