Chapter 2- T/F MC Quiz

Which of the following is true of average companies? Executives spend time talking to frontline service providers. Customer feedback is regularly asked for and acted upon. Innovation and creativity are encouraged and rewarded. Executives seldom spend time with the customers.

Executives seldom spend time with the customers.

A culture can seldom be communicated through your interactions with customers. (t/f)

False

A service culture starts with the frontline employee and filters up to the top of the organization. (t/f)

False

Advertising and complaint resolution are seldom customer-friendly systems. (t/f)

False

Employee expectations refer to the task assignments that service providers assume. (t/f)

False

Excellent companies accept the status quo. (t/f)

False

Leadership is not particularly crucial to service success. (t/f)

False

Major organizations now realize it is cheaper to attract new customers than to satisfy and keep old customers. (t/f)

False

The first step a company should take in creating or redefining its service environment is to identify the needs of its staff in meeting customer expectations. (t/f)

False

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

Service

Which of the following is true of excellent companies? Executives seldom spend time with the customers. Executives seldom spend time talking to frontline service providers. Technology is widespread and frequently updated. Innovation and creativity are discouraged.

Technology is widespread and frequently updated.

Which of the following is classified as a direct service delivery system? Self-service checkout cash registers Smartphone reservations Towing dispatchers In-car navigation systems

Towing dispatchers

Which of the following is classified as an indirect service delivery system? Bank tellers Automated teller machines Ticket takers Front desk staff

Towing dispatchers

What enables employees to know what is expected of them and how to fulfill those expectations?

Training

A service environment made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization, is known as its service culture. (t/f)

True

Ethical behavior refers to acting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem. (t/f)

True

Generally, an organization's approach to business, its mission or its service philosophy, is driven from the top of the organization. (t/f)

True

Service delivery systems are a combination of people, technology, and other internal and external elements that make up your organization's method of getting its products and services to customers. (t/f)

True

Service measurements refer to the techniques used by organizations to determine how customers perceive the value of services and products received. (t/f)

True

The feel, felt, found technique is a process for expressing empathy and concern for someone and for helping that person understand that you can relate to the situation. (t/f)

True

Which of the following is a characteristic of an effective mentor? Well connected Self-doubting Arrogant Complacent

Well connected

Surveys, focus groups, or customer-provider meetings/forums are a good way to _____.

conduct an external review of organizational systems and practices

Employee _____ is one way for a supervisor to help ensure that service providers can respond quickly to customer needs or requests.

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

The _____ technique is a process for expressing empathy and concern for someone and for helping that person understand that you can relate to the situation.

feel, felt, found

The direction or focus of an organization that supports day-to-day interactions with customers is called a _____.

mission

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

service delivery

Organizations often overpromise and underdeliver because their cultural and internal systems do not have the ability to support customer service initiatives. (t/f)

true

Which of the following terms is a characteristic of RUMBA? Rational Manipulative Understandable Available

understandable