2. Contributing to the Service Culture

Jason is an employee at a small company. When compared to employees in large organizations, Jason will have _____.

to perform greatly varied tasks

Stefanie is a customer service representative and told her manager that she didn't realize she was supposed to verify all returns. Which aspect of RUMBA did Stefanie fail to use?

understand

A Chicago-based construction firm is building a skyscraper in California. The decision has been made to partner with a firm in California which will handle aspects of the project related to earthquake-resistant construction standards. This decision is an example of _____.

outsourcing

Sheila is speaking with a customer who is complaining that a previous service call did not fully resolve the problem. Which response would demonstrate a customer-focused service culture?

"I am sorry for this inconvenience. Let me take care of this situation for you."

Miguel told the customer that he understood exactly how she felt and he would do everything in his power to correct the error. Miguel is demonstrating

Empathy

True or false: Maintaining good contacts with vendors and suppliers does not help an organization to expand its customer service base.

False

Trisha goes to work each day and completes all of her assignments but she never goes out of her way to help a client in need or offer suggestions for how they can improve a situation. Trisha is demonstrating _____.

complacency

The processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied are referred to as _____ systems.

customer-friendly

Who should be placed at the top of an organization's hierarchy if the organization wants to develop an effective culture?

customers

What is the primary goal of an employee focus group?

gather employee insights on customer service effectiveness

What is an ineffective practice with regard to employee roles and expectations?

giving employees assignments that are contrary to the overall values and beliefs of the organization

FreshMart prints a weekly sales flyer. A customer points out to the cashier, Jennie, that the register price does not match the flyer. What should Jennie do?

inform her manager of the error so a consistent approach to handling the discrepancy is defined

Steve, a cashier at an apparel store, observes that most customers who purchase a particular style of sequined skirt return the product. They all complain that the fabric is too harsh on their skin. The company's policy requires Steve's manager to approve the returns. However, his manager is not always available at the store. In order make the company's customer service effective, Steve should _____.

inform the manager about the problem and ask the manager to give him the authority to approve the returns

The "right" decision in the day-to-day operations of a company is one that

is fair to the customer and the organization

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

make sure it knows who its customers really are

When demonstrating commitment, a front-line service employee should _____.

not involve customers in situations that are out of their control

What are three methods an employee can use for self-improvement?

observing others formal training mentoring

Sue is the construction manager for a new home build and drops by the site weekly to check-in with various sub-contractors. Which service measurement technique do her visits represent?

on-site management

Steve is an investment broker and takes the time to send a thank-you note to a client after they make an investment. When considering "what customers want" what is Steve demonstrating?

personal recognition

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

In order to meet customers expectations, service employees should typically _____.

possess technical expertise related to products sold and serviced

An organization with an excellent commitment to service will _____.

provide guidelines and empower employees to satisfy customers

A positive service culture can be promoted effectively by

providing customer service even after the sale concludes

Employees working in a nonprofit environment need to _____.

remember that everyone is a potential donor

When compared to an indirect service delivery system, a direct system would _____.

respond better to unexpected customer situations

The acronym AVARFM, used to develop commitment toward an organization's vision, can be expanded to read "added value and [ ] for me."

results

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's mission reveals its _____.

service philosophy

The approach that an organization takes to providing service and addressing the needs of customers is known as _____.

service philosophy

Pengora Inc., a retail firm, is trying to develop and sustain a competitive advantage by excelling in customer service. The company can ensure that it is customer-centric by _____.

stressing long-term relationships with customers

In a purely customer-focused environment, service measurement is typically in terms of factors, such as _____.

talk time on the telephone

What are three key factors a company should consider to achieve effective service delivery?

technology location transportation modes

In a company that is extremely dedicated toward customer service

technology is frequently used

The term churn rate is used when referring to _____.

the number of customers who leave a supplier during a given time period

With regard to a company's service philosophy, organizations should ensure that _____.

their mission statements tie back to the vision statement

In a company's _____ you will learn the values and purpose of a company and what it wants to be.

vision statement

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

Mark makes it a point to remember his customers' first names and take the time at each service call to insure he fully understands their needs. He also contacts them within two days of any service to confirm they have no additional concerns. Mark's actions demonstrate the _____ of his company

Culture

Sharon, the receptionist at Dr. Richard's clinic, receives a call from Carl Hobbs, a new patient, asking for an appointment. However, the doctor is unavailable for a week. Sharon responds by saying "Mr. Hobbs, I know what you are going through, I had the same experience when my son was ill and my family doctor was unavailable. During busy schedules, Dr. Richard has referred many patients to Dr. Janet. I could help you set an appointment with her." In this scenario, which of the following strategies is Sharon using to empathize with Carl Hobbs?

Feel, felt, found technique

Which of these employees is demonstrating an "I care" philosophy?

Jeffrey smiled at the customer as he walked up to the service counter.

Which of the following is an effective practice with regard to promoting a positive service culture?

Promoting a healthy customer-provider relationship

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

True or false: Most people don't mind waiting briefly for service, if there is a legitimate reason.

True

True or false: Relative to large organizations, employees in small businesses should have the ability to identify potential issues that need to be addressed and accomplish them without a lot of direction or guidance from others.

True

_____, a technique used in service measurement, involves creating a checklist of service factors for supervisors or managers to use as they move through a store or service facility to view the operations from a customer's perspective.

Walk-through audit

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.

Bill's Service Shop provides auto maintenance. Shop employees always contact customers two days before an appointment to confirm and 24 hours following to ensure the customer is satisfied. This approach is an example of ______.

a positive service culture

Bernard 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 Bernard should have approached the task of creating a service strategy?

a process review is important but Bernard first needs an understanding of the current customers

Friday is Greg's last day of work after 20 years with his company. His final meeting is with human resources to provide feedback on his experiences. This meeting is an example of ____.

an employee exit interview

In the employee break room at a retail store, posters display the slogan "Make It Right" promoting the expectation that every employee do whatever is needed to satisfy customer needs. The communication of this expectation is an example of _____.

an organization mission

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

Managers should ensure that employees _____.

are assigned roles that tie in directly with the organizational goals

Xavier isn't sure he can meet the goals his supervisor gave him. He doesn't think he has the proper training or background to achieve them. What aspect of RUMBA does this represent?

attainable

Your _____ is your emotional response to people, ideas, and objects.

attitude

A customer-centric organization is focused on _____.

building customer loyalty

Jonah is reviewing his performance goals and realizes one of them could be interpreted in two different ways. In the context of RUMBA, what should Jonah do?

clarify with his supervisor to gain an accurate understanding of the goal

A company in which _____ is considered to be the least committed toward customer service.

communication between front-line employees and executives is limited

Which of these employee characteristics is especially helpful in a nonprofit organization?

creativity and outside-the-box thinking

Future Tech is the market leader in industry standard widgets. It is decided that development of the next generation widget will be outsourced. What is a disadvantage to Future Tech of this approach?

critical expertise in the new product will be lost

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

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

In a direct delivery system, _____, whereas in an indirect delivery system, _____.

customers interact with people; customer needs are met through technology

An organization's service philosophy is generally ______.

defined by upper management and must be clearly communicated

The most effective way to communicate an organization's vision to customers is to _____.

deliver quality customer service regularly

Even in the most well-managed companies things can break down and impact your ability to do your job as expected. What is the best way to handle such break downs?

do your best to satisfy the customer while maintaining a positive attitude

An advantage of outsourcing jobs is that it _____.

eliminates large ongoing salaries

Miguel told the customer that he understood exactly how she felt and he would do everything in his power to correct the error. Miguel is demonstrating _____.

empathy

In a(n) _____, a departing employee is asked for feedback regarding management practices, policies, procedures, and a multitude of other organization issues by the human resources or personnel department.

employee exit interview

The front-line employees at an apparel store have the authority to replace or exchange merchandise, without having to consult the store owner, if they consider a customer's claim to be valid. This scenario best exemplifies _____.

empowerment

In a small business, employees often need to _____ in order to address customer service needs.

expand beyond their job to fill gaps

One advantage of working for a smaller business is _____.

exposure to varied aspects of the business

An organization can effectively improve its service culture by _____.

focusing on developing the ability to solve service problems

In order to create a positive customer-centric service culture, the most important thing a company can do is to _____.

form a solid relationship with its customers

Unlike large organizations, small businesses _____.

have to work with limited resources

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

Tyler uses an ATM to get cash for the weekend. The ATM is an example of a(n) _____ system.

indirect

What is a contributing factor that increases churn rate for a small business?

limited resources can negatively impact customer service

Naomi is hired as a front-line service employee at a hotel. Her primary role in this job will be to _____.

listen to customers' requests and respond accordingly

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

What is an important goal for any customer service interaction?

maintain a positive attitude and take personal ownership to satisfy customer needs

Janet is the receptionist at a salon. A print ad for the salon states that customers can receive a 40% discount on all services on the 4th of July. However, in small print, it also mentions that the offer is valid only for a bill amount of $40 and above. As a committed service provider, when a customer calls to inquire about this offer, Janet should _____.

make sure that she points out the terms and conditions of the offer to the customer

As a follow-up to employee service delivery, the supervisors at Car Love Inc.—an automobile service and maintenance chain—call customers for feedback on the services received. Feedback from the customers helps supervisors know if the employees have been efficient in delivering the expected service. Which of the following tools for service measurement is Car Love Inc. using in this scenario?

management inspection

A shipping company maintains a database to capture delivery intervals and regularly compares them to customer service goals. Implementation of this database shows a focus on which characteristic of RUMBA?

measurable

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 is referred to as service _____.

measurement

Ellen works at a toy store and is approached by a female customer who is irate to find the game she wanted is out of stock. As the customer begins to vent to Ellen, she should

patiently listen with understanding and suggest a similar, popular game

Ronnie is an experienced, successful project manager. He meets Barb, a new project manager, for coffee each week to discuss challenges and opportunities she is facing. What role is Barb playing in these discussions?

protégé

Which of the following practices of an organization would be considered a customer-friendly system?

providing an opportunity for dissatisfied customers to complain or provide feedback

During the meeting, Haley told her supervisor that it was impossible for her to talk with 40 customers each day because each call took at least 45 minutes to complete. Which aspect of RUMBA is Haley concerned with?

realistic

Marcus's manager was upset that it took him 20 minutes to solve a customer's problem when he 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

Customer focus groups are a tool for _____.

getting customer feedback on aspects of a product

Which of the following statements is true of outsourcing or offshoring?

Companies typically outsource positions that are noncore.

Source Central is an on-line retailer. Sasha works in the warehouse fulfilling orders. Jeffrey works in the IT group providing technology services to other departments. Bob works in distribution and transfers product between warehouses. Celia works in the call center responding to customer inquiries. Which of these people would be considered a front-line service employee?

Celia

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

Which of the following is a useful tool in customer service data collection?

Employee focus groups

When an organization outsources jobs to third-party firms, how does it affect the employees within the organization?

Employee loyalty to the organization suffers.

True or false: Goals that are not faithful to the ideals of an organization can enhance the level of trust that a service provider has with the organization.

False

Which of the following is an advantage of outsourcing jobs?

It helps bring in new, fresh expertise and perspective into an organization.

An employee [ ] survey gives employees an opportunity to voice their thoughts on how well policies, procedures, management, technology and other systems are performing.

Opinion

Identify an effective practice from the following that would promote a positive service culture.

Treat vendors and suppliers as customers.

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

True or false: If you are a customer service representative, there will be many times when the only reward you receive for providing quality service comes from you and no one else.

True

True or false: Mentors help their protégés grow professionally and personally.

True

A shortage of initiative, passion, or desire for personal growth within a work group are signs of employee _____.

complacency

A message of positive morality and good values reflects _____ behavior.

ethical

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 acronym AVARFM stands for "What's the Added Value and Results for ____."

me

What is the most important strategy for creating a positive customer service relationship?

partner with customers on current and future 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.

service delivery

Coral Travel Inc. provides online travel services including flight tickets, hotel reservations, and international holiday packages. One of its customers, Gerald Brown, has booked a holiday package for two to Asia. He has already paid $2000 out of the total $4500. However, due to an emergency he is unable make the remaining payment on time and has requested for some extra time to make the payment. In such a situation, which of the following responses is a demonstration of commitment from a front-line employee of Coral Travels?

"Mr. Brown, what I can do to resolve this situation is give you an extra week to make the final payment by charging an extra 3% on the total amount."

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 groups

The intent of _____ is a delegation of authority where a front-line service provider can take action without having to call a supervisor or ask permission.

empowerment

In order to ensure that an organization handles customer complaints and problems effectively, it is necessary to _____.

enable the front-line employees to make certain decisions

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

As Destiny 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. As she decides whether or not to go back into the store she is contemplating a(n) _____ dilemma.

ethical

Within a service culture, employee _____ are best described as perceptions about positive and negative aspects of the workplace.

expectations

Helen's 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

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. In this scenario, Kevin is a _____.

mystery shopper

What are two ways a company can promote a positive, healthy customer-provider relationship?

communicate openly and effectively say "please" and "thank you"

True or false: Training is an essential component of any organizational culture that supports customer service.

True

Employee opinion surveys are an example of __.

a tool for service measurement

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 the management gain insights into any prevalent organizational issues. Which of the following tools is Ava Spa is using to measure its service performance?

employee opinion surveys

Lily is a sales representative for a new line of high-end fabric. She stops by an interior design showroom and asks to speak to Jill, the owner. In a positive service culture, how would Jill respond?

Jill should establish a rapport and consider how Lily's products or network may benefit Jill's business.

_____ 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