Chapter 2 contributing to the service culture

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

Companies should recognize, appreciate, and regularly reward the performance of their employees.

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.

Customer- friendly system

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

Making sure it knows who its customers really are

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?

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."

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

Number of customer complaints

Which of the following characteristics is included in RUMBA?

Realistic, Understandable, Measurable, Believable, Attainable)

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

Service delivery systems

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

The potential to groom and hire from within an enculturated workforce decreases.

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

They benchmark the successful practices of competitors.

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

Upper management is at the hierarchy

Managers should always ensure that employees

are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization.

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

continually reevaluate what he/she does on a daily basis when dealing with customers

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

create a plan to attract and hold its potential customers

Retail and service organizations should:

establish policies and procedures that are flexible.

Empowerment

is an intangible way that service organizations reward employees

A benefit for an organization that outsources its non core positions is that

the need to purchase and update computers and related equipment is eliminated.