Chapter 2

Which of the following approaches helps companies develop an effective organizational culture? Companies should develop mission statements that are completely different from the vision statement. Companies should always view customers from the standpoint of what company products or services they use. Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization. Companies should recognize, appreciate, and regularly reward the performance of their employees.

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

To ensure the success of an organization's customer service, a service professional should do which of the following? Continually reevaluate what he/she does on a daily basis when dealing with customers Communicate the organization's internal policies, practices, or politics to customers Focus on attracting new customers rather than trying to retain existing customers Always use "they" language when dealing with customers

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

________ are a method of reviewing the manner in which internal and external customer needs are addressed. Vision statements Churn rates Focus groups Ethical codes

Focus groups

Which of the following is the first step that an organization should take in creating or redefining its service environment? Empowering its employees to better serve customers Conducting an inspection of its systems and practices Making sure it knows who its customers really are Reviewing the manner in which external customer needs are addressed

Making sure it knows who its customers really are

Which of the following guidelines should customer service professionals follow to meet the expectations of customers? Service professionals should focus on attracting new customers rather than trying to retain existing customers. Service professionals should always use "they" language when dealing with customers. Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers. Service professionals should involve customers in situations that are out of their control.

Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.

Which of the following characteristics is included in RUMBA? Abstract Measureless Rigid Understandable

Understandable

To maintain an efficient service delivery system, an organization should always ________. ensure that customers do not have to deal with the internal policies, practices, and politics encourage its managers and frontline employees to use "they" language when dealing with customers ensure that frontline employees cannot make decisions without the permission of their supervisors view customers from the standpoint of what company products or services they use

ensure that customers do not have to deal with the internal policies, practices, and politics

Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________. jobbers mystery shoppers category captains lobbyists

mystery shoppers

The means by which an organization effectively gets its products and services to customers is known as: service delivery systems micromanagement outsourcing service measurement

service delivery systems

In a purely customer-focused environment, service measurement is typically in terms of ________. employee turnover potential sales the number of products manufactured the number of customer complaints

the number of customer complaints