7. Service Breakdowns and Recovery

_____ are federal laws or regulations which prevent a service provider from satisfying customer needs.

Prohibitions

Improper interactions with internal customers often leads to _____.

a loss of access to information and support

Disaster _____ is the process a company takes to contain the effects of a disastrous event.

preparedness

While serving an especially talkative customer, Colleen notices that the customers in line are getting anxious. As the talkative customer asks if Colleen is Irish since she has red hair, how might Colleen respond to provide the best service to all of her customers?

"I am Irish. My grandparents actually live in Dublin. Is there anything else I can do for you today?"

What statement would show empathy toward a customer who is returning a product that is proving too confusing to operate?

"I'm sorry to hear that this product is not more user-friendly."

A customer recently purchased a puppy and is sharing details with the pet store employee about how difficult the puppy has been to handle. Which response would show empathy to the customer and be the best way to approach problem-solving?

"She does seem like a handful and you've really been patient with her."

When working with an angry customer, Vito determined he was unable to resolve the issue. What could Vito say to the customer to avoid escalating the situation?

"While I'm unable to address your concern, let me get my manager."

Which of the following statements holds true for the problem-solving process?

A customer may not really want a solution to the problem.

_____ are those who become emotional because either their needs are not met or they are dissatisfied with the services or products purchased from an organization.

Angry customers

_____ is the first phase of the service recovery process.

Apologizing repeatedly

Which of the following approaches helps in guiding indecisive customers?

Asking open-end questions

Which of the following strategies should be followed when dealing respectfully with a demanding customer?

Be firm and fair and focus on the customer's needs.

Which of the following is characteristic of a demanding customer?

Being clear on what they want

Melinda is a salesperson in a department store. She encounters a talkative customer who starts discussing her previous experiences and personal details. How should Melinda deal with this customer?

By asking closed-end questions to limit the conversation

Christine works as a customer support executive for a mobile phone company. She receives a complaint of poor sound quality from a customer. She then tries to find if other customers have similar issues. She also checks the complaint logs, customer service records, and also asks her colleagues for information. Which step of the problem-solving process is Christine using?

Compiling and analyzing data

Fresh Ones sells fresh flowers. The store's large customer base and high revenues led to the belief that the store met all the needs of the customers and offered a sufficient variety. However, one of the customers complained about the lack of variety in bouquet designs. Which of the following reasons for customer defection can be seen in this example?

Complacency

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

Conducting a follow-up

Which of the following statements is true of compensations?

Customers should feel that the organization has suffered an equal loss.

Diego's customer, Jacob, indicates that he has been shopping for a new computer for weeks. Recognizing that Jacob may be an indecisive customer, how best might Diego approach the interaction?

Diego can use his product knowledge to reassure Jacob of the best product match.

_____ customers are those who challenge a service provider and require special skills and patience.

Difficult

True or False: Service providers often readily accept responsibility when a customer becomes dissatisfied.

False

True or false: As an employee, there is little need for you to make contact with internal customers.

False

True or false: Customer defection occurs when a customer continues to patronize a company even after experiencing a breakdown in customer service.

False

True or false: On the relationship-rating point scale, a company would be assigned as "average" when they fail to provide the expected service.

False

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

Goodwill and positive publicity

_____ will eventually destroy work relationships and can cause potential health damage.

Holding on to anger, frustration, and negative emotions

Identify the actions that organizations should take in order to remain functional or effectively recover in the event of a catastrophe. (Check all that apply.)

Identify critical business functions and systems Create an emergency communications plan Build a disaster preparedness kit Create a preparedness program for the business

Kevin is an electrician working for an electronic-goods manufacturer. He is assigned to a customer with a problem with his laptop. He asks the customer questions regarding the nature of the problem and when it occurs. Which of the following steps of the problem-solving process is Kevin executing?

Identifying the problem

Sun-Jun tends to ask "why" when discussing an issue and prefers facts and figures over opinion. What behavioral style does he demonstrate?

Inquisitive

Which of these employees is staying connected with internal customers?

Jena always stops by the mail room to say hello to the people who work there.

Michael works in the customer support team of a software company. After solving customer problems, he always emails them inquiring about the service and asks them if they require any other assistance. Which of the following steps in the problem-solving process is Michael executing?

Monitoring results

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

Monitoring the results

Which of the following is an effective way to understand customers' needs?

Observing nonverbal behavior

Which of the following factors must be considered when dealing with people in a variety of situations?

People possess all the four behavioral styles.

Camilla quickly realized that many of her customers were choosing to go to a competitor's hair salon after she increased her costs to compensate for all the new products she wanted to use. What is the reason for her customer defection?

Price

Which of the following strategies is suitable for dealing with inconsiderate customers?

Remain calm, assertive,and in control of the situation.

Which of the following factors should be considered when handling customers' emotions?

Remain rational and send customer-focused messages.

Which of the following service characteristics requires a company to efficiently provide flexible and creative solutions?

Resourceful

What is an example of a team member demonstrating a good-neighbor policy in the workplace?

Roberta schedules a conference room for all meetings to avoid lengthy discussions in her shared office.

A service is said to be _____ when the company providing the service is able to manage the behind-the-scenes service factors so that they remain invisible to the customer.

Seamless

Which of the following is the best practice to be followed by the customer service executive while dealing with dominating customers?

Tell them what is possible and what you are willing to do.

Which of the following statements is true of the interactions with internal customers?

These interactions can be more sensitive than dealings with outsiders.

True or False: A service professional needs to analyze the seriousness of a problem when gathering data.

True

True or False: Customers feel empowered when asked by service providers for their preferred solution to the problem at hand.

True

True or false: A customer may be satisfied with the sincere efforts of the service provider even if a quick resolution is not possible.

True

True or false: A proactive approach by a service provider can cause customers to be pleased about doing business with the organization.

True

True or false: A service professional acts as an outside consultant when a customer brings a problem to his or her notice.

True

True or false: Effective internal customer service in an organization results in an improved employee morale.

True

True or false: Honoring commitments to internal customers helps service providers in reducing service breakdowns.

True

Which of the following service strategies has service providers striving for excellent customer service and satisfaction by doing more than they say they will do for the customer?

Underpromise and overdeliver

_____ refer to things that customers typically desire but do not necessarily require.

Wants

Simone agreed to locate some old training materials for a co-worker who was preparing for an internal certification. When the co-worker came by on the agreed day, Simone apologized and said she was unable to find the materials due to a wave of external customer complaints that came across her desk. Should Simone have handled the situation differently?

Yes. Simone should have reached out to her co-worker to let them know she would not meet her commitment.

Aaron tells the dealer that his new car must have an automatic transmission and seat four passengers. He also prefers the color red and has a firm budget of $20,000. Which feature would the dealer identify as a want rather than a need?

a red paint color

You can show respect toward your customer and prevent dissatisfaction by ____.

actively listening to and empathizing with the customer

One of the ways to pamper customers is to _____.

address their concerns quickly and professionally

Marcus is reviewing customer correspondence regarding a defective product. He compiles information such as the date of purchase, when the product became defective, and the retail cost of the product to each particular customer. Which step in the problem-solving process is Marcus doing?

analyzing data

Maria answered the customer service call and immediately accepted responsibility for the customer's issue and empathized with the inconvenience it caused. What important first step of service recovery did Maria exhibit?

apologize and show remorse

When discussing a problem with a dissatisfied customer, an important goal for a service employee is to _____.

ask open-end questions and verify details of the problem

While assisting a customer, another customer pushed up to the counter and rudely interrupted your conversation. Which would be the most professional strategy in this situation?

ask the rude customer to please wait while you finish up with the current customer

Connie gets so frustrated with the woman who works in the cubicle next to her. Instead of using the conference room, she stops co-workers as they go by her desk and engages them in conversations about the project they are working on. What should this employee do to demonstrate a good neighbor policy?

avoid gatherings in her workspace

Christina works in the customer service department of a telephone company. She deals with a dissatisfied customer who is not happy with the services provided by the company. In order to deal effectively with the customer, Christina should _____.

be compassionate and empathize with the customer

Roger often monopolizes meeting discussions and frequently shares ideas suggested to him by others without acknowledging the source. He has noticed that co-workers are no longer including him in conversations and in general seem annoyed when around him. What action might Roger take to improve his internal interactions?

be sure to give credit where due and practice active listening in meetings

When a product or service fails to meet customer expectations, a service [ ] occurs.

breakdown

During her meal, a server accidentally spilled a salad on Shruti's lap, leaving a stain on her jeans. The restaurant manager immediately offered free desserts to the table and also gave Shruti contact information for getting reimbursed for either cleaning or replacement of the jeans. The manager provided ____ as a part of service recovery.

compensation

Several customers were upset because the buffet line ran out of turkey during the Thanksgiving lunch service. As the manager, Sharri told the customers they did not have to pay for their meal. What is Sharri using as her apology?

compensation

Within 24 hours of a repair, the service shop calls customers to confirm that all issues were effectively addressed. This demonstrates the ____ step in service recovery.

conduct follow-up

Julian was unhappy with a local repair shop after it took three visits to fully address his problem. He complained to the shop and also to many of his neighbors about how nonchalant the shop was about the inconvenience caused by the follow-up visits. What aspect of customer service should the repair shop be concerned with in this situation?

customer defection

Shirley is a staff supervisor working in a hotel restaurant. One of her customers complained that she was served stale bread. The customer was hurt and offended that she didn't get her money's worth. To show that she is genuinely interested in solving the problem, Shirley should first _____.

deal with the customer's emotions and feelings

People who are goal-focused, confident, and competitive are classified as people with _____.

decisive behavioral style

A customer who is speaking loudly, knows exactly what they want, and is unwilling to let a service employee suggest alternatives would be best addressed with strategies for handling ____ customers.

demanding

Robin is a salesperson working for Home Essentials Inc., a company selling household appliances. He recently met a customer who wanted a particular product which was not in stock. The customer refused to accept an alternative and was very clear about what he wanted. Robin should tailor his response for dealing with a(n) _____ customer.

demanding

Alex, a customer service executive at an electronics store, is attending to a customer who wants to return a video game that has obviously been opened and used. The customer is angry because Alex is hesitant to accept the return. This is an example of a ____ customer.

difficult

Customers who are aggressive, angry, and demanding are considered to be _____ customers.

difficult

Following the terrorist events of September 11th, Jeremy's bank organized a disaster recovery center where the company could go and continue to do business if anything should happen to their main offices. This is an example of _____.

disaster preparedness

Regularly archiving critical company data at an off-site facility and proactively training employees on how to access that alternate source of information is an example of ____.

disaster preparedness

An online retailer has implemented a distributed call center model with locations throughout the country. If a given location loses all function, calls can be reassigned to alternate sites to maintain customer service. This system and associated procedures demonstrate a _____.

disaster recovery strategy

Which is true regarding the value of effective relationships with internal customers?

effective internal customer service can enable better external customer service

When interacting with a frustrated or angry customer, the _____ model calls for the use of customer-focused messages throughout the interaction as you work to understand and resolve the customer's issue.

emotion-reducing

To help the customer see that your remorse and desire to solve a problem are genuine, you must demonstrate _____.

empathy

Effective internal customer service results in _____.

enhanced processes and procedures

Before making a decision during the problem-solving process, you must ____.

evaluate the alternatives

Carl is the customer service professional for a luxury hotel. Due to a communication gap, a customer encountered problems with his booking. Carl identifies possible solutions to the problem. He then thinks about what would be the most effective solution, whether the solution will satisfy the customer, and the cost-effectiveness of the solution. It can be seen in the above example that Carl is _____.

evaluating alternatives

Jonathon's dry cleaner indicated that she noticed some loose buttons on his dress shirts so went ahead and sewed them on more tightly. What customer service strategy is the dry cleaner demonstrating that keeps Jonathon a loyal customer?

exceed customer expectations

Joanelle knows that when she calls her local bakery to place an order, she will receive excellent service because that was how she was treated the last three times she called. This demonstrates how customer _____ can affect how a company is perceived.

expectations

The perceptions that customers have about the type of service they should receive when they call a company are called customer _____.

expectations

Phoebe's customer was speaking loudly and requesting a specific problem solution that was inconsistent with company policy. What initial response would best suit Phoebe in dealing with this demanding customer?

explain in detail what can be done to address the problem

When service providers are unable to satisfy customers because of prohibitions, they should _____.

explain the reasons for not being able to fulfill their needs

Isabella is typically upbeat, enjoys being around people, and is quick to share details of her weekends in the office on Monday. What behavioral style does she demonstrate?

expressive

According to the text, service providers become lax and tend not to give the attention to internal customers that they would give to external customers due to _____.

familiarity

The last step in the service recovery process is to conduct _____.

follow-up

Proactive customer service implies _____.

gathering relevant information before contacting a customer.

Otto found himself regularly annoyed by a co-worker who monopolized meeting discussions and tended to get off track. Otto bit his tongue and waited anxiously for a chance to speak. How might Otto address his growing frustration with this situation while maintaining a good working relationship with the co-worker?

have a private dialog with the co-worker to provide constructive feedback

Stress-related illnesses and destroyed working relationships can result from _____.

holding on to negative emotions

After Marcus identified that the customer was unhappy because the shoes she ordered were not the right size, he was able to check if the correct size was available, assess if other styles were available in her size, and find out when they could be shipped. Which step in the problem-solving model is he using?

identify the alternatives

Before attempting to solve a problem, it is first necessary to _____.

identify the cause

Nigel listened carefully to the customer's complaint and asked open-end questions to gather background information. Which step in the problem-solving process is Nigel implementing?

identify the problem

A customer came into Lilly's store looking for a sweater in a specific style, color, and size. After checking various places, Lilly offered to order the sweater and have it shipped to the customer directly or suggested some specific color or style choices that were available in the store that day. Lilly is ____ for her customer.

identifying alternatives

Sharon experiences a problem with her recently purchased microwave oven. She contacts the company and a service professional is assigned to address the problem. He determines that the microwave oven has a faulty heating element. He suggests that the company can replace the component, offer a replacement product, or accept the return of the oven for a refund. The service professional is _____.

identifying alternatives

Customers who take pleasure in being obstinate and seem to have their own agenda without concern for the feelings of others are said to be rude or _____ customers.

inconsiderate

Sharon goes to an apparel store. When she couldn't find what she needed, she started talking with a raised voice and snapped back at the salesperson trying to help her. Sharon is a(n) _____.

inconsiderate customer

Customers who truly do not know what they need are known as _____ customers.

indecisive

Providing specific examples of how a given product would satisfy a customer's need is one approach for supporting an _____ customer.

indecisive

Linda goes shopping to purchase a watch for her mother. She looks at all the designs in the store and is not sure of what she should buy. She decides to come back with her friend as she is uncertain of her selection. Linda is a(n) _____.

indecisive customer

When Kellen takes a moment to ask her administrative assistant how her weekend was, she is engaging with an _____ customer.

internal

It is important for organizations to prevent customer defection because _____.

it costs five to six times as much to win a new customer as it costs to retain a current one.

According to the emotion-reducing model, when should a customer-focused message be used?

it should be used at the beginning, within the middle of, and at the end of the interaction

Before deciding on a course of action, it is important to first _____.

know the nature and scope of the issue being faced

Ralph was working in his office one Sunday when a couple began browsing his car dealership. They noticed him through the window and approached the door. Ralph is legally unable to conduct business on a Sunday due to local regulations. How should Ralph react?

let the couple know why he is unable to work with them and offer to make an appointment for the following day

When serving an indecisive customer, what approach is best for forming your communications?

leverage product and service knowledge to guide customer decision-making

The ability to _____ is most important in dealing with emotions of customers.

listen calmly

When dealing with difficult customers, it is important to ____.

listen to customers' requests and suggestions

Martha is a salesperson in a supermarket. In order to provide excellent customer service and prevent incidents of customer dissatisfaction, Martha should _____.

listen to their comments and observe nonverbal behavior

After collecting all the facts related to a problem, the next step for a service professional involved in problem-solving would be to _____.

look at possible options

After evaluating possible solutions to a problem, the next step would be to _____.

make a decision

Trisha explained to her customer that the defective product could either be repaired, replaced, or returned and detailed the cost and timing associated with each option. She then asked the customer "Which option would you prefer?" This question signals which step in the problem-solving process?

make a decision

What is the final step in the problem-solving model?

monitor the results

The day following a visit to the ER, a nurse contacts each patient to see if the prescribed treatment is working well. This action is an example of which step in the problem-solving process?

monitoring results

What are three typical characteristics of customers today compared to customers 40 years ago?

more discerning, better educated, more demanding

In order to effectively serve an angry customer, you must _____.

move beyond the emotions to find the reason for the anger

The motivators or drivers that cause customers to seek out specific types of products or services are known as _____.

needs

When dealing with an angry customer, it is important to remain _____ because the customer is not angry with you but with the organization, product, or service that you represent.

objective

In order to exceed customer expectations, service providers should _____.

observe customers and monitor trends

Michelle is a salesperson in an apparel store. She is serving a customer who is confused and not sure of what she needs. In order to offer good service, Michelle should _____.

offer suggestions assertively

Asking _____ helps the service provider in dealing with indecisive customers.

open-end questions

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 are called service [ ]

options

Lola has a "can do" attitude and works enthusiastically to grant her customers' requests. When she cannot, Lola goes out of her way to demonstrate how important they are to her and finds the best alternatives. Which specific customer service strategy for problem solving is Lola using?

pamper the customer

A _____ toward problem solving helps a service professional to win a customer's confidence.

people-centered approach

The car wash across the street from Joe's Detailing began advertising discounts better than those Joe offers. In this scenario, what might cause Joe to experience customer defection?

pricing

Corey attended a seminar and learned of some exciting new techniques useful in his business. He took it upon himself to summarize the information and share it with his colleagues for their collective benefit. In this example, Corey took a(n) ____ approach to internal customer service.

proactive

It is best to take a _____ approach to building internal relationships so you can deter negative situations.

proactive

Maria is approached by a difficult customer, to best serve this customer, Maria should focus on the _____.

problem

When dealing with a difficult customer, it is especially important for the customer service provider to focus on the _____.

problem

Ocean Pearl is a popular beach resort. Brian, a customer, requested a specific beverage. However, the resort personnel cited that the beverage shipment got delayed and is currently unavailable. They offered to provide an equivalent product. It is evident that the service provider is _____.

providing service options

Pampering a customer involves _____.

providing the best quality service in a timely manner

Martin prefers to work in small groups and doesn't want to call attention to himself by bringing up a source of conflict. Which behavioral style does Martin display?

rational

Sara received a call from a customer who was angry because the dress she ordered did not arrive in time for the event she wanted to wear it to. Sara told the customer she should have ordered the dress earlier but she would go ahead and refund her money. The customer became more enraged and demanded to talk to Sara's manager immediately. What tactic for dealing with an angry customer should Sara have followed?

reduce frustrations

An important first step in handling an irritated customer is to ____.

reduce the customer's emotions to a calmer state

Values that are mentally assigned by customers to assess service and service providers are referred to as _____ points.

relationship-rating

When dealing with dissatisfied customers, a service professional should _____.

remain positive and flexible

While Josh had no intention of honoring every request the demanding customer was making, he did remain calm, addressed the customer by name, and apologized when appropriate. In other words, Josh showed _____ toward the customer.

respect

You can help prevent customer dissatisfaction by _____.

respecting the customer

A good service recovery program should have the goal of _____.

returning the customer-provider relationship to its normal state

The implementation of the emotion-reducing model begins with _____.

sending a customer-focused message

Eduardo called his cell phone provider to complain about the limited battery life of his phone. Even though the battery was operating within advertised parameters, the inability of the phone to meet Eduardo's expectations represents a(n) ______.

service breakdown

Talia ordered the shampoo because it said it wouldn't fade her color-treated hair. She used it twice and noticed that her hair color was fading just like it did with other shampoos she had tried. This is an example of a(n) _____.

service breakdown

Jessie works at a coffee shop. When a customer ordered a brewed coffee, Jessie asked the customer if they had five minutes to wait while she brewed a fresh pot or if they would prefer a more expensive espresso-based Americano for the same price as a brewed cup. In this example, Jessie is offering ____ to the customer.

service options

Rajesh needed to take his lawn mower to the repair shop a second time as the first repair did not address the problem. The repair shop apologized and offered to deliver the repaired mower to Rajesh's home this time and ensure proper functioning. This offer is an example of a _____.

service recovery

Rita was made to wait for a long time for her health check up by the hospital staff. Since she was delayed in spite of having a prior appointment, the hospital manager offered her a free check up to make up for the inconvenience. This corrective action is an example of a _____.

service recovery

Tristan was approached by a drive-through customer who was annoyed that an order was not filled correctly. Tristan responded "No big deal, we will just remake the order" which appeared to agitate the customer further. What tactic for dealing with an angry customer should Tristan have followed?

show empathy

Once a problem has been identified, the service provider should _____.

start resolving the problem positively

Andy knew that implementing the solution to his customer's problem would take about 15 minutes. Andy reassured the customer he knew the right solution and asked whether the customer preferred to wait on hold or receive a follow-up call when the process was complete. Which aspect of service recovery was Andy demonstrating?

take immediate action

During the first step in a problem-solving process, it is important for a customer service employee to ____.

take responsibility for the issue on behalf of the company and express remorse for any inconvenience

Relationship rating points are established by _____.

the customer

By "putting herself in the customer's shoes" while considering how to solve an issue, Marina is using which specific customer service strategy for problem solving?

think like the customer

In order to remain functional or to more effectively recover from a catastrophe, organizations should _____.

train their employees about the need to think proactively

Griffin saw an ad for a 50% discount on accessories at his favorite furniture showroom. He arrived at the showroom to learn that the discount only applied to a small table of selected accessories. A salesperson then pointed out a disclaimer in the small print of the ad. What desired service characteristic is the showroom lacking in this situation?

trustworthiness

Derek, a customer service executive, aims to provide quality service and create memorable experiences for all his customers. He achieves this by doing more than he says he will do and surpassing customer expectations. In the context of service strategies, this scenario is an example of _____.

underpromise and overdeliver

Just4You sells monogrammed products and advertises a "ships in seven days" guarantee. To ensure this guarantee, the company sponsors friendly employee competitions which have resulted in an average order turn-around of five days. This commitment to exceeding customer expectations is an example of a(n) ____ service strategy.

underpromise and overdeliver

Thomas works in a retail store. He is assisting a customer in buying a perfume. The customer is not sure which brand or fragrance to choose. While assisting this indecisive customer, Thomas should _____.

use all his product and service knowledge to help the customer