CSS145 Midterm - Case Studies in Customer Service

T/F - A company's mission is generally driven from the top of the organization.

TRUE

T/F - A service provider should take responsibility and take appropriate action when something goes wrong.

True

What does it mean - actions speak louder than words?

open ended

Which one is not a component of the six key components of a customer service environment: 1. The customer 2. Organizational culture 3. Customer satisfaction 4. Human resources 5. Products/deliverables 6. Delivery systems 7. Service

3. Customer satisfaction

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

A. 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: A. continually reevaluate what he/she does on a daily basis when dealing with customers. B. communicate the organization's internal policies, practices, or politics to customers. C. focus on attracting new customers rather than trying to retain existing customers. D. always use "they" language when dealing with customers.

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

The process of correcting something that has gone wrong involving provision of a product to a client is called ____. A. service recovery B. delivery system C. downsizing D. deregulation

A. service recovery

Service providers invest large amounts of money in training employees because ____. A. they lose business and revenue if they do not meet the service expectations of customers B. they are unaffected by the economic recession and massive job losses C. a larger number of consumers are opting to buy rather than rent homes and cars D. consumers act on impulse and purchase any product or service that they desire to buy

A. they lose business and revenue if they do not meet the service expectations of customers

_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. A. Micromanagement B. Empowerment C. Centralization D. Totalitarianism

B. Empowerment

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

B. Making sure it knows who its customers really are

Which of the following is an element of the PLAN guide to effective communication? A. Acquire new relationships. B. Nurture a continuing relationship. C. Limit interactions with customers. D. Prevent small talk.

B. Nurture a continuing relationship The PLAN model stands for (a) Prepare for positive customer interactions. (b) Let your customers know they are important. (c) Address your customer's expectations positively. (d) Nurture a continuing relationship.

Which of the following characteristics is included in RUMBA? A. Abstract B. Understandable C. Measureless D. Rigid

B. Understandable RUMBA (Realistic, Understandable, Measurable, Believable, Attainable).

Two-way communication involves ____. A. only a sender who is the sole contributor to the communication process B. an application of all the elements of interpersonal communication C. only a receiver who is the sole contributor to the communication process D. transfer of information from sender to receiver that does not elicit feedback

B. an application of all the elements of interpersonal communication Two-way communication is an active process in which two individuals apply all the elements of interpersonal communication in order to effectively exchange information and ideas.

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ____. A. offshoring B. downsizing C. networking D. outsourcing

B. downsizing

The _____ includes an element of an organization that a customer experiences. A. human resource B. organizational culture C. service environment D. service recovery

B. organizational culture Put simply, organizational culture is what the customer experiences.

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

B. service delivery systems.

Dialogue that is used to enhance relationships, show civility, and build rapport is called ____. A. paraphrasing B. small talk C. global term D. pet peeves

B. small talk Small talk is a dialogue used to enhance relationships, show civility and build rapport.

_____ refers to the products or services offered by an organization. A. Outsourcing B. Offshoring C. Deliverable D. Networking

C. Deliverable A deliverable may be a tangible item or a service available to the customer. In either case, there are two potential areas of customer satisfaction or dissatisfaction—quality and quantity

Which of the following is a component of a customer service environment? A. Technical know-how B. Suppliers C. Delivery systems D. Management

C. Delivery systems The six key components of a customer service environment are customer, organizational culture, human resources, products, delivery systems and service.

Which of the following is an element of an interpersonal communication model? A. Conflict B. Aggressive service C. Noise D. Negative communication

C. Noise The elements of an interpersonal communication model are environment, sender, receiver, message, channel, encoder, decoder, feedback, filter and noise.

To promote a positive service culture, customer service professionals should always _____. A. view vendors and suppliers as salespeople whose only purpose is to serve them B. focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers C. be well versed in the many facets of their organization and its operation, related industry topics, and the competition D. use "they" language when dealing with customers

C. be well versed in the many facets of their organization and its operation, related industry topics, and the competition

The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ____. A. downsizing B. networking C. customer service D. outsourcing

C. customer service

In an organization, _____ are the task assignments that service providers assume. A. service delivery systems B. customer expectations C. employee roles D. value chain activities

C. employee roles Employee roles are the task assignments that service providers assume. Depending on the job, the size and type of organization, and the industry involved, the employee roles and employee expectations may be similar from one organization to another, and yet they may be performed in a variety of different ways.

The business of customer service ____. A. encourages one-way communication B. is about achieving profits C. is all about people D. discourages feedback

C. is all about people The business of customer service is all about people.

RedAngle Corp. is a company that allows its employees to set up home offices and communicate electronically to its corporate office. This is an example of ____. A. downsizing B. outsourcing C. telecommuting D. offshoring

C. telecommuting

Which of the following statements is true of feedback? A. It is always transmitted verbally. B. It elicits negative effects if given non-verbally. C. It can be used only on relationships that are strong. D. It has both positive and negative effects.

D. It has both positive and negative effects.

Which of the following statements is true of a top down-oriented organization? A. Customers are at the top of the organization's structure. B. It typically focuses on individual needs of customers rather than its products. C. It typically views the senior management as a final element or afterthought. D. Upper management is at the top of the hierarchy.

D. Upper management is at the top of the hierarchy.

Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of ____. A. rapport B. indignation C. aggressiveness D. assertiveness

D. assertiveness Assertiveness involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.

To deliver quality service effectively, a service provider must ____. A. deal with the needs of the business first B. deal with the customer's business concerns first C. rush in to solve the problem quickly D. deal with the human being first

D. deal with the human being first To deliver quality service effectively, you must deal with the human being before you deal with his or her needs or business concerns.

When something goes wrong, a service provider should ____. A. look for someone else to blame B. hide quickly so you do not have to solve the problem C. use several policy excuses D. take responsibility and take appropriate action

D. take responsibility and take appropriate action When something goes wrong, a service provider has to take responsibility and work to resolve the problem positively and quickly.

Which behavioral style would tend to give a firm handshake and make strong direct eye contact? Rational / Inquisitive / Decisive / Expressive

Decisive

_____ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning. A. Encoding B. Sending C. Enlisting D. Decoding

Decoding occurs as a customer converts messages received into familiar ideas by interpreting or assigning meaning.

T/F - Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

FALSE

T/F - A manufacturer of consumer electronics, wanting to reduce costs, relocates his production facility to a rural location. This is an example of a cottage industry.

FALSE Cottage industry is the term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors.

T/F - If frontline employees are angry because of a policy, procedure, management, or a customer, they must always communicate their frustrations or pressures with that customer.

FALSE If frontline employees are angry because of a policy, procedure, management, or the customer, they must strive to mask that feeling. Customers should not have to deal with the employees' frustrations or pressures.

T/F - Offshoring refers to the practice of contracting with third-party companies outside the organization.

FALSE Offshoring refers to the relocation of business services by an organization from one country to another.

T/F - According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing to service-producing employment is expected to decline.

FALSE The employment shift in the U.S. economy away from goods-producing in favor of service-providing industries is expected to continue.

T/F - The goals of providing customer service are similar despite the differences between organizations in their focus.

FALSE The goals of providing customer service may vary depending on an organization's focus.

T/F - The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called feedback.

FALSE The practice of a message receiver giving back in his or her own words what he or she believes a sender said is a process called paraphrasing.

T/F - The service culture in every organization is identical.

FALSE The service culture is different for each organization. No two organizations operate in the same manner, have the same focus, or provide management that accomplishes the same results.

T/F - The type of delivery system used by organizations to serve customers is not important.

FALSE The type of delivery system used by organizations to serve customers is important because it affects staffing numbers, costs, technology, scheduling, and many other factors.

T/F - Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.

FALSE Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is not acceptable.

What does the acronym PLAN stand for?

P repare for Positive Customer Interactions. L et Your Customers Know They Are Important. A ddress Customer's Expectations positively. N urture a Continuing Relationship.

What are the 4 behavioral styles?

Rational / Inquisitive / Decisive / Expressive

What does the acronym RIDE stand for?

Rational / Inquisitive / Decisive / Expressive

Pet Peeve

Refers to factors, people, or situations that personally irritate or frustrate a service provider and which, left unchecked, can create a breakdown in effective service

Noise

Refers to physiological or psychological factors (physical characteristics, level of attention, message clarity, loudness of message, or environmental factors) that interfere with the accurate reception of information

T/F - Employees who work from their homes or satellite locations are considered to be telecommuting.

TRUE A trend seen that allows employees to set up home offices and from there electronically communicate and forward information to their corporate offices is called telecommuting.

T/F - After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

TRUE After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

T/F - The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

TRUE An effective return policy is part of the overall service process. In addition to service received, the return policy of an organization is another gauge customers use to determine where they will spend their time and money.

T/F - Customer satisfaction is the feelings of a person whose needs have been met by an organization.

TRUE Customer satisfaction refers to the feeling of a person whose needs have been met by an organization.

T/F - In reality, customers want to hear what you can, not what you can't do.

TRUE Customers do not want to hear what you can't do; they want to hear how you're going to help satisfy their needs or expectations.

T/F - Deregulation is the removal of government restrictions on an industry.

TRUE Deregulation is the removal of government restrictions on an industry.

T/F - Feedback is transmitted either verbally or non-verbally.

TRUE Feedback is a response to messages a listener receives. This response may be transmitted verbally (with words) or non-verbally (through actions or inaction).

T/F - For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

TRUE For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

T/F - Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

TRUE Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

T/F - An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.

TRUE It should know where the company is now and where it needs to be in order to better serve customers and to be competitive in a global service economy.

T/F - Learning organizations are businesses that use knowledge as a basis for competitive advantage.

TRUE Learning organizations are businesses that use knowledge as a basis for competitive advantage.

T/F - The ultimate goal of customer relationship management is customer loyalty.

TRUE The concept of identifying customer needs, understanding and influencing customer behavior through on-going communication strategies in an effort to acquire, retain and satisfy the customer is known as customer relationship management. The ultimate goal is customer loyalty.

T/F - Customer service professionals need to be abreast of current organizational policies and procedures.

TRUE The expectation of quality service that most consumers have also creates a need for better-trained and better-educated customer service professionals. They need to be abreast of current organizational policies and procedures.

T/F - A channel is a term used to describe the method through which people communicate messages.

TRUE The method chosen to transmit a message: over the phone, in person, by fax, by e-mail, or by other means is the channel.

T/F - A service professional should work with customers' interest in mind to promote a positive service culture.

TRUE To promote a positive service culture, a service professional should work with customers' interest in mind, treat vendors and suppliers as customers, share resources, and demonstrate commitment.

T/F - It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.

TRUE Try to avoid using negative-sounding "you" messages as a primary means of addressing your customer.

T/F - Communication is a key element during customer interactions.

TRUE Two key elements in making interactions with customers successful are to recognize how one tends to communicate and understanding how the communication process works.

T/F - When providing verbal feedback, if the customer's body language or nonverbal cues or words indicate misunderstanding, you should pause and take corrective action.

TRUE When providing verbal feedback, you should be conscious of how your customer is receiving your information. If the customer's body language indicates misunderstanding, you should pause and take any corrective action necessary to clear up the confusion.

T/F - Customer service is the ability of employees to deliver products and services to their internal and external customers.

True

T/F - Service recovery is the process of righting a wrong or correcting something that has not gone as promised

True

T/F - Using the word "you" is the same as the nonverbal finger-pointing.

True

Does the return policy of a company affect a persons purchasing decision?

Yes - they will use it as a way to determine whether or not to spend their time and money.

What is the Myers-Briggs Type Indicator?

a self-assessment questionnaire designed to indicate personal preferences/behavior