Chapter 7 Quiz

Which situation could lead to a service breakdown? Multiple Choice Room service food was delivered at the appropriate time and temperature.A hotel room is not ready past the stated check-in time.A manager prepares a report ready for distribution, on time.The delivery of needed parts, ordered by a manufacturer, arrives on time.

A hotel room is not ready past the stated check-in time.

What is a good strategy for effectively handling demanding customers?

Be professional and respect the customer.

Which characteristic best describes talkative customers?

Customers exhibiting extroverted behavior and who are very people oriented.

Which statement about the problem-solving model is true?

Customers often feel ownership for the solution when a problem is solved jointly.

What is a good strategy for effectively handling rude or inconsiderate customers?

Don't resort to retaliation

Paori, a customer-care executive of Homefort Inc., an electronics company, adopts the problem-solving process to find a solution to a complaint he received from a customer regarding a non-functioning microwave. After identifying the problem, what should Paori do next?

Evaluate the alternatives.

Which statement best defines prohibitions?

Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.

Which work habit helps build a good working relationship with internal customers?

Pitch in to help when you have spare time and your coworkers need any assistance.

________Blank refer to alternatives offered by service providers when an original customer request cannot be honored.

Policy work-arounds

Which statement about compensation for service recovery is true?

The recovery should compensate only the original loss and need not necessarily give any additional value.

What is a suggested strategy for preventing dissatisfaction and avoiding a service breakdown?

Think like the customer and act accordingly.

When a company provides caring, personalized attention to customers, recognizing both their human and business needs, it is considered to be ________Blank.

attentive

Which step in the service recovery process allows the service provider to find out if a recovery effort is successful?

conducting a follow-up

In order to be prepared for a potential disaster, businesses should ________Blank.

create a preparedness program for the business

Before you can get an angry customer to calm down and listen, you must first ________Blank.

deal with the customer's emotional state

What is a benefit of exceeding customer expectations?

goodwill and positive publicity

People who have difficulty making a decision or making a selection when given choices of products or services are ________Blank customers.

indecisive

A coworker who rarely volunteers feelings and asks "why" questions demonstrates characteristics of the ________Blank behavioral style.

inquisitive

When a company provides what is promised, dependably and with quality, it is considered to be ________Blank.

trustworthy

When problems arise, you can win the customer over by ________Blank.

working without the help of the customer to solve the problem