Ch 2 Smartbook
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 is true of a company that does not show a committment to customer service?
Communication between front-line employees and executives is limited.
Which of the following statements is true of outsourcing and offshoring?
Companies typically outsource positions that are noncore.
Which statement is accurate regarding employee performance goals? Multiple choice question.
Standards of performance may need modification based on experience and evaluation.
What is true of a company that is dedicated to customer service?
Technology is frequently used.
Which is the best description of churn rate?
The number of customers who leave a supplier during a given time period
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.
Direct service delivery system Indirect service delivery system
a more caring customer service approach a more hands-off self service approach
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
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
A coffee barista is always cheerful and respectful with customers regardless of their demeanor. Which element of "what customers want" is this barista demonstrating?
courtesy
The company Marco works for has a strong policy of customer service that is enshrined in its vision statement. At work, Marco makes it a point to remember his customers' first names and take the time to insure he fully understands their needs. He also contacts them within two days of any service to confirm they have no additional concerns. Marco's actions demonstrate the ______ of his company.
culture
The service ______ 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
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
An organization's service philosophy is generally ______.
defined by upper management and must be clearly communicated
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
In the context of the elements of a service culture, what term describes the task assignments that service providers assume in customer interactions?
employee roles
Employee _______ refers to the giving of decision-making and problem-resolution authority to lower-level employees in an organization.
empowerment
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
As Diana is loading her groceries into her car, she realizes she left a case of soda on the bottom rack of her cart during check-out so did not pay for it. Her decision about whether or not to go back into the store is a(n) ______ dilemma.
ethical
What kind of behavior is reflected by a message of positive morality and good values?
ethical behavior
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
True or false: Since revenue generation is not the primary goal in nonprofit organizations, money is an insignificant force
false
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
The "right" decision in the day-to-day operations of a company is one that ______.
is fair to the customer and the organization
Most people don't mind waiting briefly for service, if there is a ______.
legitimate reason
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
The acronym AVARFM stands for "What's the Added Value and Results for ______."
me
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
_______ help their protégés grow professionally and personally.
mentor
A company work group competes to see who can reach 100 satisfied customer reviews first in a given month. The winner receives a flashy trophy to display in their cubicle for the next month. This friendly competition is an example of a(n) ______.
motivator
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
Kevin works for a marketing consultant firm. His job involves rating service companies based on their pricing, quality, and customer service. When he is unable to contact customers for feedback about a restaurant, salon, or retail store, he calls or e-mails the business posing as a customer. Based on front-line employees' responses to his queries and demands, he rates the the quality of customer service. What is Kevin's role in this scenario?
mystery shopper
An employee ____ survey gives employees an opportunity to voice their thoughts on how well policies, procedures, management, technology and other systems are performing. (Enter one word in the blank)
opinion
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
The customer service department of Harrison's Hammers and Nails has received numerous complaints about a new hammer available in discount home improvement stores. Representatives have been trying to appease the customers by offering full refunds on the product. Which aspect of the company's organizational culture needs to be improved?
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
Which of the following practices of an organization would be part of a customer-friendly system?
providing an opportunity for dissatisfied customers to complain or provide feedback
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."
results or result
An organization where ______ would be in the best position to provide services that meet customer expectations.
service employees are positive and have a "can-do" attitude
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
A company's mission reveals its ______.
service philosophy
What is an employee at a small company more likely to have than employees in large organizations?
the chance to perform greatly varied tasks
What are three key factors a company should consider to achieve effective service delivery?
transportation modes, technology, location.
True or false: Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.
true
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
What is the most effective way to communicate an organization's vision to customers?
Deliver quality customer service regularly.
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.
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
Field 1: service Field 2: delivery or deliveries
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.
What is the primary goal of an employee focus group?
Gather employee insights on customer service effectiveness.
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.
Naomi is hired as a front-line service employee at a hotel. What is her primary role in this job?
Listen to customers' requests and respond accordingly.
What is the most important strategy for creating a positive customer service relationship?
Partner with customers on current and future needs.
What should services employees do in order to meet customers expectations?
Possess technical expertise related to products sold and serviced.
