Customer Service - Chapter 2

What are three key factors a company should consider to achieve effective service delivery?

location transportation modes technology

True or false: Since revenue generation is not the primary goal in nonprofit organizations, money is an insignificant force.

false

the zappos representative who arranged for a UPS pick-up at a customers home was occupied with caring for her mother showed empathy and compassion for this customer. the text refers to this as the ___ technique

feel, felt, found

True or false: Customers feel an organization's commitment to serve them through the attitude of its employees.

true

Which of the following are good ways for customer service data collection?

ALL of these are good ways -mystery shoppers -customer focus groups -comment cards

A company's mission reveals its ______.

service philosophy

Employee opinion surveys are an example of ______.

a tool for service measurement

Employee ___ refers to the giving of decision-making and problem-resolution authority to lower-level employees in an organization.

empowerment

Bruno was tasked with creating a service strategy for his company. As a first step, he dug into a detailed review of the process used for fielding customer complaints. Which statement describes how Bruno should have approached the task of creating a service strategy?

A process review is important but Bruno first needs an understanding of the current customers.

Each time a new service policy is implemented in an organization, employees should question themselves to find a reason or an added value to comply with the new policy. This method of developing commitment toward the new policy is commonly abbreviated as ______.

AVARFM

A sales representative works for a small company that offers very little access to customer service training. Which of the following are this employees best options for improving skill levels?

Check for online training tools and techniques. Mimic the positive service techniques of other employees. Attend community training seminars.

What are two ways a company can promote a positive, healthy customer-provider relationship?

Communicate openly and effectively. Say "please" and "thank you."

Which of the following options should organizations select first when creating or redefining the service environment?

Develop plans to attract and hold their target customers.

Which of the following is a useful tool in customer service data collection?

Employee focus groups

Which two are characteristics of an effective service delivery system?

Employees take ownership for customer interactions. Employees are empowered to meet customer needs.

How can an organization develop an effective service delivery system?

Ensure that customers do not have to deal with the internal policies, practices, or politics.

Tyrell needs to contact Windows Inc. regarding a problem with his recently-installed windows. In which example is Tyrell experiencing a customer-friendly system?

Following his interaction with customer service,Tyrell is automatically transfered to a feedback prompt.

What is the most important thing a company can do in order to create a positive customer-centric service culture?

Form a solid relationship with its customers.

Sophia works at a call center and has always been a top performer. She has been struggling lately to resolve customer issues associated with a new product. What should Sophia do?

Identify product training opportunities to build her knowledge

What is true about the growth of small businesses in the past 30 years?

It has skyrocketed.

What is the first step a company should ideally take in creating or redefining its service environment?

Make sure it knows who its customers really are.

______ are individuals with a lot of knowledge, experience, skills, and initiative who dedicate time and effort to befriend and help others grow personally and professionally.

Mentors

Which statements are true about employee motivation?

People work better when they are adequately rewarded. Mentorships are a good way for companies to motivate workers.

What should services employees do in order to meet customers expectations? Multiple choice question.

Possess technical expertise related to products sold and serviced.

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

True

EZBuy.com is an e-commerce company that sells various products. On its website, the company claims that its primary goal is to be customer-friendly. Which of the following return policy statements would make the company truly customer-friendly?

You can return the product if you are not satisfied with the way it was delivered.

The finance manager of the U.S.-based company told his assistant that the company would be outsourcing billing activities starting in the new year. This means that billing activities will now be done by ______.

another company located in the United States

Managers should ensure that employees ______.

are assigned roles that tie in directly with the organizational goals

The CEO of zappos believes in creating an informational and fun corporate culture. this culture affects the ___ of employees, which are the emotional responses that employees have when interacting with customers

attitudes

In the context of RUMBA, which of the following is a criterion used to establish and measure employee performance goals?

believable

Which qualities do customers typically expect of employees in organizations they are dealing with?

broad knowledge of products and services positive, "can do" attitude communication skills

How can an organization effectively improve its service?

by focusing on developing the ability to solve service problems

Greta used to love shopping at the small boutique clothing store in her town but ever since the store refused to accept a return she wanted to make, she stopped shopping there and now shops at a boutique in the neighboring community. This is an example of ______.

churn rate

Customers expect service employees to typically have at least the minimal levels of qualifications and competencies in both large and small organizations. which of the following is a competency that Jane did not show?

communication skills

Which of these employee characteristics is especially helpful in a nonprofit organization?

creativity and outside-the-box thinking

The service Blank______ of an organization includes the procedures, actions, or inactions the company takes when working with a customer.

culture

The guests at Comet Isle Resort are asked to fill in a questionnaire at the end of their visit. The questionnaire allows the guests to rate the hotel's services, such as the ambiance, food, and the efficiency of its staff. Which of the following tools of service measurement is Comet Isle Resort using?

customer comment card

A manager at Crunchy Granola Inc. invites ten children age 4-7 to come to the company to give their opinion on a new breakfast cereal. These children are an example of a(n) ______.

customer focus group

Mova Electronics Inc. has recently entered the Asian market. The company has arranged for a meeting where the first few buyers and users of its electronic gadgets will gather to share their experiences about using Mova's products and services. Which of the following tools of service measurement is Mova Electronics Inc. using in this scenario?

customer focus group

When Keisha hands a receipt to a customer, she points out the website listed at the bottom of the receipt that the customer can access to provide feedback to the store. What service measurement tool is Keisha asking the customer to use?

customer satisfaction survey

What term describes the processes in an organization ensure seamless service by making sure that things work properly and that customers are satisfied?

customer-friendly service

In a direct delivery system, ______, whereas in an indirect delivery system, ______.

customers interact with people....

The story of Zappos representative who sent out a bouquet of flowers to a customers terminally ill mother demonstrates how Zappos puts their customers first. in other words the company is

customter-centric

An organization's service philosophy is generally ______.

defined by upper management and must be clearly communicated

The front-line service providers at a department store are called for a discussion. Each person is given an opportunity to provide valuable insights about customers from his or her own experience, bring out the issues faced during customer service, and suggest ways in which customer satisfaction can be increased. Which of the following techniques for evaluating customer service does this best illustrate?

employee focus group

The management of Ava Spa asks the workers at all locations to give written feedback on how well the organization's policies, procedures, management, technology, and other systems perform. This helps management gain insights into any emerging organizational issues. Which of the following tools is Ava Spa is using to measure its service performance?

employee opinion surveys

The intent of ______ is to delegate authority so that a front-line service provider can take action without having to ask permission from a supervisor.

empowerment

following the four-week orientation period, zappos employees are given the option of quitting, being paid for their week of training, and given a bonus of $1,000 if they believe they made a bad choice coming to work for zappos. by putting this decision in the hands of the employee, zappos is demonstrating the idea of

empowerment

Within a service culture, employee _____ are best described as perceptions about positive and negative aspects of the workplace.

expectations

What is an advantage of working for a smaller business?

exposure to varied aspects of the business

Which of the following is NOT a customer expectation

flextime

Customer focus groups are a tool for ______.

getting customer feedback on aspects of a product

Valerie decided to open her hair salon near a bus stop as she knew many of her clients would use the bus to get to their appointments. What factor of service delivery did Valerie use to make her decision?

location

Jane's boss noticed her customer service skills and approached her in order to

help her improve her weaker areas

Cool Threads is a small on-line clothing retailer whose website provides a help option to search for topics related to a customer question or to send an email request for information. This is an example of a(n) ______ service delivery system.

indirect

Jane can improve her level of customer service competency by

keeping the customers interest in mind

What is a factor that contributes to increased churn rate for a small business?

limited resources that negatively impact customer service

A shipping company maintains a database to capture delivery intervals and regularly compares them to customer service goals. Which characteristic of RUMBA is involved in the implementation of this database?

measurable

At an online sales company, each time a customer service representative receives a positive feedback note from a customer, they earn $5 to use in the company cafeteria. This is an example of a(n) ______.

motivator

True Mart Inc., a multinational supermarket chain headquartered in the U.S., has hired the services of an accounting company headquartered in Mexico. Apart from auditing True Mart Inc.'s accounts, the company also provides taxation and advisory services at a low cost. This scenario is an example of ______.

offshoring

Every customer that bought the new bicycle introduced by Bob's Bikes and Trikes returned it within 30 days because the front wheel became loose and couldn't be tightened. What is causing the customers' dissatisfaction?

poor product

An experienced, successful project manager meets a new project manager for coffee each week to discuss the new manager's challenges and opportunities. What is the role of the new manager in these discussions?

protégé

During the meeting, Haley told her supervisor that it was impossible for her to talk with 40 customers each day because each call took at least 45 minutes to complete. Which aspect of RUMBA is Haley concerned with?

realistic

Marcus's manager was upset that it took him 20 minutes to solve a customer's problem when she had clearly told Marcus that all issues should be resolved within a 6-8 minute time frame. Which aspect of RUMBA should the manager take into consideration?

realistic

To improve its customer service, a supermarket chain decides to benchmark the customer service practices of an automobile dealer. This includes one sales representative for each customer in the store, and a 30-minute sales presentation on the products that a potential customer wishes to buy. In the context of RUMBA, which of the following criterion does the supermarket chain lack?

realistic

Employees working in a nonprofit environment need to ______.

remember that everyone is a potential donor

The acronym AVARFM, used to develop commitment toward an organization's vision, can be expanded to read "added value and ___ for me."

result

Jordan's company has a policy that says if a customer returns a product within 90 days, he or she will receive a full refund with no questions asked. This policy is part of the _ of Jordan's organization.

service culture

The zappos website states. "we've aligned the entire organization around one mission: to provide the best customer service possible". This statement represents the ___ of the organization

service culture

A combination of people, technology, and other internal and external elements that make up an organization's method of getting its products and services to customers is known as ____ ___ a system. (Enter one word in each blank.)

service delivery

Which of the following is not a component of a service culture

service economy

A company work group fills on-line customer orders. They are evaluated each week based on the number of returns due to missing or extra items in a package. This evaluation is an example of ______.

service measurement

What term describes the process of determining how customers perceive the value of services and products received in terms of factors such as number of customers effectively served, customer feedback surveys, and customer complaints?

service measurement

In a purely customer-focused environment, which factor is typically used in service measurement?

talk time on the telephone

In a purely customer-focused environment, which factor is typically used in service measurement? Multiple choice question.

talk time on the telephone

Petroula owns a website development business. She frequently experiences Internet outages in her current office and decides to relocate. What factor impacting service delivery is Petroula addressing with the move?

technology

What is an employee at a small company more likely to have than employees in large organizations?

the chance to perform greatly varied tasks

Which is the best description of churn rate?

the number of customers who leave a supplier during a given time period

Which of the following is an ineffective customer service practice with regard to an organization's policies and procedures?

using "company policy" as an excuse when handling problems