Ch 2 Cust Service

_____ is the process of expressing empathy and concern for someone and for helping that person understand that you can relate to the situation

Feel, felt, found technique

The means by which an organization effectively gets its products and services to customers is called its _______

Service delivery system

The approach that an organization takes to providing service and addressing the needs of the customer is called its _________

Service philosophy

____ refers to the emotional responses to people, ideas, and objects. They are based on values differ between individuals and cultures and affect the way people deal with various issues and situations

Attitude

T or F: Patience is a key characteristic of a successful protege.

False

______________is the word used to describe the giving of decision-making and problem resolution authority to lower-level employees in an organization

Empowerment

Acting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem is called________

Ethical behavior

T or F: Advertising and complaint resolution are seldom customer-friendly systems

False

T or F: Leadership is not particularly crucial to service success.

False

T or F: Major organizations now realize it is cheaper to attract new customers than to satisfy and keep old customers.

False

The direction or focus of an organization that supports day-today interactions with customers is called ________

Mission

Which of the following is true of excellent companies?

The status quo is not acceptable

Which of the following is classified as a direct service delivery system?

Towing dispatchers

T or F: Generally, an organization's approach to business, its mission or its service philosophy, is driven from the top of the organization

True

T or F: Organizations often over promise and under deliver because their cultural and internal systems do not have the ability to support customer service inititatives.

True

T or F: Service delivery systems are the means by which an organization effectively gets its products and services to customers

True

T or F: Service measurements refer to the techniques used by organizations to determine how customers perceive the value of services and products recieved

True

The first step a company should take in creating or redefining its service strategy is to_____

Understand who its customers are

Which of the following terms is a characteristic of RUMBA?

Understandable