Question 1

Managers should always ensure that employees:

Accepted Answer

One issue in developing employee goals is to ensure that they make sense and tie in directly with the established overall departmental and organizational goals. Too often, employees are given assignments that are contrary to the ultimate purpose or mission and overall values or beliefs of the organization.

Question 2

In a purely customer-focused environment,service measurement is typically in terms of the:

Accepted Answer

In a purely customer-focused environment, service measurement can be in terms of factors such as talk time on the telephone, number of customers effectively served, customer feedback surveys and satisfaction cards, and letters or other written correspondence or-on the negative side-by customer complaints.

Question 3

A service professional should work with customers' interest in mind to promote a positive service culture.

Accepted Answer

To promote a positive service culture, a service professional should work with customers' interest in mind, treat vendors and suppliers as customers, share resources, and demonstrate commitment.

Question 4

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

Accepted Answer

The first step a company should take in creating or redefining its service environment is to make sure it knows who its customers really are.

Question 5

To ensure the success of an organization's customer service,a service professional should:

Accepted Answer

It is not just an organization's responsibility to ensure the success of customer service. Service professionals also have to be familiar with the organization's goals and work toward helping make them successful. A simple way to accomplish this is to give thought to their role in the service process and continually reevaluate what they do on a daily basis when dealing with customers.

Question 6

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

Accepted Answer

Empowerment is the word used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. This precludes having to get permission from higher levels in order to take an action or serve a customer.

Question 7

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.

Accepted Answer

If frontline employees are angry because of a policy, procedure, management, or the customer, they must strive to mask that feeling. Customers should not have to deal with the employees' frustrations or pressures.

Question 8

Which of the following statements is true of successful organizations?

Accepted Answer

In successful organizations, members of upper management make themselves clearly visible to frontline employees and are in tune with customer needs and expectations.

Question 9

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

Accepted Answer

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

Question 10

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

Accepted Answer

Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is not acceptable.

Question 11

Empowerment:

Accepted Answer

Empowerment is the word used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. Empowerment is also an intangible way that successful service organizations reward employees.

Question 12

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

Accepted Answer

In any employee environment, people work more effectively and productively when their performance is recognized and adequately rewarded. Many organizations use public recognition, contests, games, employee activities (sporting or other events), financial rewards, incentives (gifts or trips), employee-of-the-month or -year awards, and a variety of other techniques to show appreciation for employee efforts.

Question 13

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

Accepted Answer

Employee roles are the task assignments that service providers assume. Depending on the job, the size and type of organization, and the industry involved, the employee roles and employee expectations may be similar from one organization to another, and yet they may be performed in a variety of different ways.

Question 14

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

Accepted Answer

Organizations that are top-down-oriented have upper management at the top of their hierarchy and customers as a final element or afterthought.

Question 15

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

Accepted Answer

Most customers expect certain intangible things during a service encounter, such as personal recognition, courtesy (pleasantries such as "please" and "thank you"), timely service, and professionalism.

Question 16

The first step a company should take in creating or redefining its service environment is to:

Accepted Answer

The first step a company should take in creating or redefining its service environment is to make sure it knows who its customers really are and how it plans to attract and hold those customers.

Question 17

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

Accepted Answer

Customer-friendly systems refer to the processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied.

Question 18

Which of the following characteristics is included in RUMBA?

Accepted Answer

For an organization to be successful in providing superior service to its external and internal customers, its roles and expectations must be clearly defined and communicated in terms of the following characteristics, sometimes referred to as RUMBA (Realistic, Understandable, Measurable, Believable, Attainable).

Question 19

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:

Accepted Answer

To stave off failure and help ensure that customer needs are identified and satisfied, Emma must continually strive to gain new knowledge and skills while working hard to deliver a level of service equal to that offered by the bigger organizations.

Question 20

Retail and service organizations should:

Accepted Answer

There are a lot of local, state, and federal regulations with which an organization must comply. However, retail and service organizations should establish policies and procedures that are flexible in order to satisfy customer needs as quickly and efficiently as possible.

Quiz 2: Contributing to the Service Culture

Managers should always ensure that employees:

In a purely customer-focused environment,service measurement is typically in terms of the:

A service professional should work with customers' interest in mind to promote a positive service culture.

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

To ensure the success of an organization's customer service,a service professional should:

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

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.

Which of the following statements is true of successful organizations?

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

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

Empowerment:

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

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

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

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

The first step a company should take in creating or redefining its service environment is to:

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

Which of the following characteristics is included in RUMBA?

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:

Retail and service organizations should: