CSR chapter 2 smart book
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 .Attend community training seminars .Mimic the positive service techniques of other employees.
Which of the following statements is true of outsourcing and offshoring?
Companies typically outsource positions that are noncore.
What is true of a company that is dedicated to customer service?
Technology is frequently used.
True or false: Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.
True
True or false: Customers feel an organization's commitment to serve them through the attitude of its employees.
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.
Managers should ensure that employees ______.
are assigned roles that tie in directly with the organizational goals
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
Ethics comes from the Greek word "ethos" which means ______
character
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
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; customer needs are met through technology
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
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) Blank______ dilemma.
ethical
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
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
Most people don't mind waiting briefly for service, if there is a ______
legitimate reason
What is a factor that contributes to increased churn rate for a small business?
limited resources that negatively impact customer service
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
______ 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
_________ help their protégés grow professionally and personally.
mentors
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
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
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 organization with an excellent commitment to service will _______
provide guidelines and empower employees to satisfy customers
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
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
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
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
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
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
A company's mission reveals its _______
service philosophy
In a purely customer-focused environment, which factor is typically used in service measurement?
talk time on the telephone
Which is the best description of churn rate?
the number of customers who leave a supplier during a given time period
What should services employees do in order to meet customers expectations?
Possess technical expertise related to products sold and serviced.
What are two ways a company can promote a positive, healthy customer-provider relationship?
Say "please" and "thank you." Communicate openly and effectively.
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 are empowered to meet customer needs. Employees take ownership for customer interactions.
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.
True or false: Since revenue generation is not the primary goal in nonprofit organizations, money is an insignificant force.
False
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.
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 an important goal for any customer service interaction?
Maintain a positive attitude and take personal ownership to satisfy customer needs.
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.
_____ is best defined as the direction or focus of an organization that supports day-to-day interactions with customers.
Organizational mission
What is the most important strategy for creating a positive customer service relationship?
Partner with customers on current and future needs.
