customer service finals

To be effective in dealing with others, service providers should ________

apply the Platinum Rule when serving their customers

People demonstrating the rational style and those with the inquisitive style both _______

are task-focused individuals

________system is a voice recognition mechanism that queries survey respondents with questions and stores their responses.

automated computer telephone interview

Rational customers are inclined to ________

be congenial and patient

The process in which a customer switches between products or companies, often to get a better price, is referred to as service ________

churn

v

cloud computing

Harry almost always flies United Airlines because he is saving up miles to earn a free trip for his next vacation. This is an example of a _________

customer loyalty program

Customer ________Blank occurs when customers take their business to competitors when they feel that their needs or wants are not met.

defection

Taking an action related to your job or customer service without having to receive instructions from others is a sign of ________

initiative

To deliver total customer satisfaction, a service provider needs to _______

make the customer feel special

__________is any instance when a customer initially contacts any organizational element or representative.

moment of truth

The alternatives offered by service providers when an original request by a customer cannot be honored are called service ________

options

Which of these is an example of inbound customer contact?

order taking

Transactional channel partners are _________

organizations that provide a distribution link for other companies

Everyone has ________ about the people and events they encounter that can influence how they view the world. These are influenced by many things, including personal appearance and physical qualities.

perceptions

The ________Blank is a five-step process for creating contingency plans to better serve customers when problems arise.

planning process model

Sherman works in a grocery store in a Chicago neighborhood where a variety of immigrants live. He has found that many of them bring their whole families to the store and talk to each other the whole time, like to take their time looking at the grocery items, and don't seem to be in a hurry to make their choices. Sherman tends to get impatient with them and doesn't understand that they are likely from a ________

polychronic

The ________Blank is the technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center.

predictive dialing system

After Wanda solved her customer's problem, she evaluated what caused it and recommended changes to the procedure to make sure it didn't happen again. This is called ________

process improvement

is a term used to describe a type of automated phone auto-dialer that delivers a personalized, prerecorded message to recipients.

robocall

Isoke wanted to prevent problems from occurring, so she strove to address customers' concerns and leave them satisfied with the service experience. Which step in the planning process model was Isoke in?

set a goal

Which communication technique can reduce the chances of message failure in a telephone conversation?

smiling while speaking

The manager at the local hamburger drive-in didn't hire men because he believed that women were smarter and worked harder. This represents a ________

sterotype

A(n) ________Blank channel partnership creates a long-term alliance with another organization to brand, develop or produce each other's products.

strategic

______-channel partners are intricately meshed with their partners' internal operations.

tactical

A ________Blank channel partner provides a distribution outlet or link for a company's products and services with no commitment for a future relationship.

transactional

Exemplary service is best characterized by service that ________

under-promises and over-delivers

Which person exhibits a decisive behavioral style?

A businesswoman who assertively dominates board meetings of her company

is defined by the cultural and psychological changes that often occur as a person is integrated into another culture and adopts the habits and beliefs of his or her new environment.

Acculturation

Which person exhibits an inquisitive style?

An introverted clerk who prefers solitary leisure activities

provide callers with a menu of options from which they can select by pressing a key on their telephone pad.

Automated attendant systems

When working with a customer who exhibits the inquisitive style, what is the most appropriate action?

Avoid touching the customer.

What is an example of good etiquette while composing an e-mail?

Being cautious in using emoticons

what are computer terminals that have customized software and hardware and set up in a public area where users can touch a screen display to access application for information.

Interactive kiosks

What is a good strategy for preventing customer dissatisfaction?

Pamper the customer.

What is the first step of the emotion-reducing model?

Provide a customer-focused message.

Which action taken by a service provider could enhance customer satisfaction?

Stay abreast of competition.

What is true of contemporary customers in comparison to customers of the past?

They are more discerning.

Which statement about members of monochronic cultures is accurate?

They perceive deadlines as crucial elements of societal norms.

Which statement about collective cultures is accurate?

They prefer to address conflict indirectly.

Which statements about the role of trust is true?

Trust is an essential criterion for a relationship.

In customer service, ________ is crucial, for many people do not always act the way you want them to.

adaptability