Chapter 2 lesson

Coral Travel inc. provides online travel services including flight tickets, hotel reservations and ... which of the following responses ia a demonstration of commitment form 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."

Randalls 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 ---.

A service measurement

In the context of RUMBA, which of the following is a criterion used to establish and measure employee performance goals?

Believable

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

Creativity and outside the box thinking

An advantage of outsourcing jobs is that it

Eliminates large ongoing salaries

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

Employee loyalty to the organization suffers

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 scenerio best exemplifies

Empowerment

A message of positive morality can good values reflects --- behavior.

Ethical

One advantage of working for a smaller business is

Exposure to varied aspects of buisness

T or F: 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

Individuals who strive in a service environment are those that demonstrate ---.

Initiative

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

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

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

Assume that True Mart Inc., a multinational supermarket chain headquarted in the US, has hidred services of an accounting company headquartered in Mexico. Apart form auditing True Mart Inc.'s account, the company also provides taxation and advisory services at a low cost. thils scenarion is an example of ___

Offshoring

an employee ___ survey gibes employees an opportunity to voice their thoughts on how well policies, procedures, management, technology and other systems are performing.

Opinion

-- is best defined as the direction or focus of an organization that supports day to day interactions with customers.

Organizational mission

The customer service department of Harrison 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

to improvise 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 min sales presentation on the production that potential customer wishes to buy. iln the context of RUMBA, which of the following criterion does the supermarken chain lack?

Realistic

Katie demonstrated a commitment to --- by enrolling in a weekend seminar on HOW TO DEAL WITH DIFFICULT CUSTOMERS after experiencing an increase in challenging calls to her help desk

Self Improvement

Jordan's company has a policy that sais if a customer returns a product within 90 days, he or she will recieve a full refund no questions asked. this policy is part of the ---- of Jordans organization

Service culture

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 adn addressing the needs of customers is known as ---

Service philosophy

Which statement is accurate regarding employee performance goals?

Standards of performance may need modification based on experience and evaluation.

Pengora Inc., a retail firm, is try8ing 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

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 companjys service philosophy, organizations should ensure that---.

Their mission statements tie back to the vision statement

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

True

T or F: Training is an essential component of any organizational culture that supports customer service

True

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

Which of the following is an INEFFECTIVE customer service practice with regard to an organizations policies and procedures?

Using "company policy" as an excuse when handling problems

Employee opinion surveys are an example of ___.

a tool for service measurement

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 the billing activities will now be done by ---.

another company located in the US

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

Jonah is reviewing hi8s 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

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

T or F, The success of an organization is independent of employee attitude

false

A disadvantage of outsourcing jobs to developing nations is that it___.

hampers an organization form building long-term relationships with its customers

The right decfision in the day-to-day operations of a company is one that ---.

is fair to the customer and the organization

What are three methods an employee can use for self improvement

observing others, mentoring, and formal training.

Marcus's manager was upset that it took him 20 min to solve a customers problem when he had clearly told Marcus that all issues should be resolved within a 6-8 min time frame. Which aspect of RUMBA should the manager take into consideration

realistic

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

respond better to unexpected customer situations

Jason is an employee at a small company. when compared to employees in large orgtanizations, Jason will have ---.

to perform greatly varied tasks