Deck 7: Service Breakdowns and Service Recovery

Question 1

A key to successfully serving all types of customers is to stereotype them.

Answer 1

False
Explanation: A key to successfully serving all types of customers is to treat each person as an individual.

Question 2

Dealing with internal customers may be more sensitive than your dealings with outsiders.

Answer 2

True
Explanation: Although your interactions with internal customers may not be difficult, they can often be more sensitive than your dealings with outsiders.

Question 3

The principal thing to remember about complaint resolution is that it is your perception of the situation,not the customer's,that counts.

Answer 3

True
Explanation: The key thing to remember about complaint resolution is that it is the customer's perception of the situation, not yours, that counts.

Question 4

When a product or service fails to meet what the customer wants or needs,dissatisfaction and frustration can result.

Question 5

The key to helping resolve any service breakdowns is to frame your problem resolution with customer-focused messages through use of the emotion-reducing model.

Question 6

To effectively serve an angry customer,one must move beyond the emotions to discover the reason for his or her anger.

Question 7

The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model.

Question 8

A good strategy when dealing with rude or inconsiderate customers is to remain professional.

Question 9

Motivational devices that cause customers to seek out specific types of products or services are referred to as customer needs.

Question 10

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Question 11

Customers with disabilities are not classified as difficult customers.

Question 12

The cost of acquiring new customers is lesser than the cost retaining current ones.

Question 13

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

Question 14

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.

Question 15

The more you know about style tendencies,the harder it is to deal with people in a variety of situations.

Question 16

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

Question 17

A demanding customer may feel a need to be or stay in control,especially if he or she has felt out of control in the past.

Question 18

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Question 19

Internal customers with special requests can be classified as a difficult customer.

Question 20

Customer expectations can affect how service is delivered and perceived.

Question 21

Before you get a customer to calm down,you should:

A) call your manager to take over.
B) listen passively to the customer's grievances.
C) deal with the customer's emotional state.
D) raise your voice to get his or her attention before you start.

Question 22

While placing his order,a customer tells the waiter to avoid bell peppers of any kind or color in the food since he is allergic to the vegetable.In spite of informing the server of his choice,a slice of bell pepper sits right on top of the dish he ordered.In addition to a service breakdown,this could lead to:

A) the customer learning to appreciate the bell pepper taste.
B) the server having to eat that plate of food.
C) the customer forcefully having to eat around the vegetables much against his wishes.
D) serious illness or death of the customer and a huge liability for the organization.

Question 23

The first key step in the problem-solving process is to identify the problem.

Question 24

If customers share a concern,complaint,or question with you in person,remember to use verbal,nonverbal,and listening skills discussed in conjunction with customer service.

Question 25

Which of the following tactics can be pursued to effectively handle dissatisfied or angry customers?

A) Be positive and negotiate a solution
B) Listen passively to the customer's grievances
C) Have an argument prepared as a defense mechanism
D) Reassure the customers through false promises

Question 26

Which of the following is a benefit of exceeding customer expectations?

A) Increase in alternatives
B) Goodwill and positive publicity
C) Increase in domineering customers
D) Customer defection

Question 27

Which of the following work habits help build a good working relationship with internal customers?

A) Pitch in to help when you have spare time and your co-workers need any assistance
B) Unload personal problems with co-workers to make yourself feel psychologically better
C) Ensure you forward your calls always irrespective of your presence at work
D) Never hesitate to speak a lie if your work ethics are being questioned

Question 28

Which of the following is a good strategy for effectively handling demanding customers?

A) Accommodate every wish of the customer
B) Avoid addressing the customer using his or her name
C) Retaliate verbally when the customer becomes unreasonable
D) Be professional and respect the customer

Question 29

The first step in the emotion-reducing model is to:

A) apologize for the inconvenience, frustration, and mistreatment.
B) offer alternatives to satiate the customer's needs.
C) blatantly accommodate every wish of the customer.
D) frame the problem resolution with customer-focused messages.

Question 30

Failure to adhere to deadlines warrants a service recovery action by service providers.

Question 31

You can win the customer over by:

A) working without the help of the customer to solve the problem.
B) telling the customer to go somewhere else while you handle it.
C) letting someone else handle it to save your time.
D) using a people-centered approach to problem analysis and problems solving.

Question 32

People who have difficulty making a decision or making a selection when given choices of products or services are:

A) domineering customers.
B) indecisive customers.
C) dissatisfied customers.
D) inconsiderate customers.

Question 33

_____ are things that customers typically desire but do not necessarily need.

A) Expectations
B) Wants
C) Defections
D) Breakdowns

Question 34

Who among the following may be described as a difficult customer?

A) A customer who is less expressive and aware of the product or service
B) A customer who is difficult to deceive
C) A customer who is dissatisfied with the service or product
D) A customer who is rarely intimidating and difficult to convince

Question 35

Which of the following is a good strategy for effectively handling rude or inconsiderate customers?

A) Don't compromise even if needed
B) Don't ask specific open-end questions
C) Don't resort to retaliation
D) Don't use closed-end questions to control

Question 36

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

Question 37

Which of the following best defines talkative customers?

A) Customers exhibiting extroverted behavior and who are very people-oriented.
B) Customers who take pleasure in being obstinate and contrary when dealing with service providers.
C) Customers who seem to have their own agenda without concern for the feelings of others.
D) Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.

Question 38

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

Question 39

Which of the following is a strategy for preventing dissatisfaction and problem solving?

A) Always sympathize with the customer to make them feel better
B) Refrain from going the extra mile to provide exemplary service
C) Give in to the whim and request of every customer
D) Think like the customer and act accordingly

Question 40

Which of the following examples could lead to a service breakdown?

A) Room service food was delivered at the appropriate time and temperature
B) A manager prepares a report ready for distribution, on time
C) A hotel room that is not ready past the stated check-in time
D) The delivery of needed parts, ordered by a manufacturer, arrives on time

Question 41

Identify the true statement of the problem-solving model.

A) Customers rarely have a solution in mind to offer when they seek to redress their grievances.
B) Customers always want you to solve the problem and attend to their grievances.
C) Customers always want to vent frustration and seek sympathy for his problems.
D) Customer often feels ownership for the solution when a problem is solved jointly.

Question 42

List any five possible strategies to effectively handle dissatisfied customers.

Question 43

Which of the following steps in the service recovery process is the only way of finding out if a recovery effort is successful?

A) While providing compensation
B) While showing compassion
C) While taking immediate action
D) While conducting a follow-up

Question 44

Identify the true statement of compensation from the following.

A) Compensation should be provided only when a customer demands it.
B) The value or degree of the compensation should equal the customer's loss only in terms of energy or frustration.
C) The recovery should compensate only the original loss and need not necessarily give any additional value.
D) Customers should feel that the organization has suffered an equal loss.

Question 45

List any five work behaviors to adopt that can build internal relationships.

Question 46

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

A) Make a decision and then reflect on it.
B) Evaluate the alternatives.
C) Identify the alternatives.
D) Compile and analyze the data.

Question 47

The first phase in the service recovery process is to:

A) provide compensation.
B) apologize, apologize, and apologize.
C) take immediate action.
D) show compassion.

Question 48

Which of the strategies should be adopted when a customer takes time to share a concern,complaint,or question?

A) Redirect the complaint, concern, or query to your boss.
B) Pretend to address the customer's grievances by giving them utmost importance.
C) Take necessary actions to resolve the problem at your own convenience.
D) Ensure that necessary follow-up actions begin once the transaction is completed.

Question 49

Which of the following best defines prohibitions?

A) Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.
B) Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, nonavailability of products, or inability to perform as requested.
C) A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations.
D) The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.

Question 50

When a company provides what is promised,dependably,and with quality it is considered to be ____.

A) attentive
B) resourceful
C) seamless
D) trustworthy

Question 51

What are the six steps in the problem-solving model?

Question 52

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

A) attentive
B) resourceful
C) seamless
D) trustworthy

Question 53

Which of the following is the final step in the problem-solving process?

A) Evaluating the alternatives
B) Knowing you made the right decision, yours
C) Monitoring the results
D) Analyzing the data

Question 54

What are the five phases to the service recovery process?

Question 55

How would one demonstrate empathy in a problem resolution with a customer if they are prohibited from helping the customer?