CSS140 Midterm Review

People answering phones project the voice and image of the whole organization - T/F

True

Service intimacy tends to grow over time as the relationship with customers evolves - T/F

True

Some employees need to actually practice smiling like an actor might - T/F

True

Insight into what may be turning customers off-although sometimes difficult-is essential to service improvement - T/F

True

Inviting a customer to go to a better place to listen can signal goodwill and improve understanding T/F

True

self-centeredness

?

What is listening?

?

What is the definition of customer loyalty?

?

Wide asleep listener

?

Zone of indifference

?

gatekeeper

?

In the example in the text, a dissatisfied customer at Happy Jack's store could cost the store how much in revenues and other lost customers over a ten-year period? A) $874,000 in lost revenue and 28 lost customers B) $198,000 in lost revenue and 12 lost customers C) $442,000 in lost revenue and 17 lost customers D) The text does not estimate the total revenue loss

$442,000 in lost revenue and 17 lost customers

live chat

?

What type of touching is acceptable?

1. Hand shake 2. Soft touch on the shoulder

What are the 5 Key Behaviors?

1. Welcome customers to the store with a warm, friendly, and genuine greeting. 2. Use the customer's name whenever possible. 3. Give customers your undivided attention. 4. Maintain a positive attitude with every customer. 5. Walk customers toward the door, thank them, and give a warm, friendly good-bye.

Click path

?

Continuous improvements

?

Courtesy titles

?

Customer engagement

?

Customer turnoffs

?

Dead air

?

Escalation policies

?

Noise

?

People turnoffs

?

Ripple effects

?

Service intimacy

?

Systems turnoffs

?

Value turnoffs

?

Vital behaviors

?

What is hearing?

?

Companies can analyze their e-service effectiveness by: A) using web-traffic analysis software to track such things as site abandonment rates. B) identifying the click paths used to get to their site. C) using Web-analytics data to constantly improve their site. D) All of these.

All of these

Customer loyalty is sometimes mistaken for: A) customer satisfaction alone. B) a large share of the market. C) repeat buying alone. D) All of these

All of these

Environmental elements that affect listening include: A) individual listening capacity. B) noise. C) use of gatekeepers. D) All of these are environmental elements.

All of these are environmental elements.

What is crucial to building loyal relationships?

An emotional connection with customers is crucial to building loyal relationships.

The text describes six "core competencies" which provide a foundation for superior customer service. Name and briefly describe them.

Core service competencies-those unique skills that make your work distinctive- - communicate effectively - job ownership (responsibility) - ability to use empowerment (authority) - manage knowledge - change management, and - predisposition for continuous improvement.

If you do not work directly with customers, of what value is the information in this book? In what way is "customer service" relevant to you?

Customer service principles can be applied to all kinds of relationships and can lead to greater life satisfaction and happiness.

Define what the word "customer" means in the context of this chapter and discuss the two different kinds of customers that every business has.

Customers are anyone with whom we exchange value. Organizations have external customers (usually buyers) and internal customers (employees or associates).

Corresponding with customers using old media such as mailed notes or thank you cards will reflect badly on a company's service-it will seem old-fashioned - T/F

False

If a caller digresses into chit chat or off-topic conversations, let him go on rather than risk upsetting him - T/F

False

In a McKinsey and Company study of business-to-business customers, the most frequently identified turnoff was "sales style [that] is too aggressive." - T/F

False

People are more likely to recall a satisfactory customer experience than a poor one - T/F

False

So-called "ripple effects" of bad service are less damaging today than they once were - T/F

False

What four things can you do to tactfully close a phone conversation?

Four ways to close a conversation: * Summarize the call and what has been decided * Speak in the past tense * Say "Thank you for calling" * End the call positively ("I've enjoyed talking with you...")

What do we mean by the "use of gatekeepers?" Why is this a potential problem in customer service?

Gatekeepers are people who preview incoming information and decide if we need it or not. Gatekeeping can be a problem for service when customer messages are blocked or when the customer must convey messages through several people and those messages get distorted.

Explain the difference between hearing and listening.

Hearing is a purely physical activity whereby acoustic energy (sound waves) is transmitted to the brain. Listening involves psychological processes which allow us to attach meaning to what we hear.

Describe four ways we can greet customers like guests.

Initiate conversation promptly, speak up, greet customers with your eyes, get customers committed.

What is Web-based customer service and why is it important?

Internet-based customer service provides an excellent channel for both pre-sale and post-sale customer support. Customers assume that businesses have a Web site and that it provides useful information. "If you're not on the Web, you're not in business."

The "L" in the acronym LIFE stands for: A) labeling key vital behaviors. B) limited services. C) little things. D) liabilities associated with poor service.

Little things

Which of the following phrases would be acceptable for keeping a business conversation tactful and professional? A) Speak up. I cannot hear you. B) You need to call our other branch for that information. C) What's your name again? D) None of these are acceptable.

None of these are acceptable.

One form of turnoff discussed arises from inappropriate behavior (often communication). What is this turnoff called? Give three examples of such turnoffs.

People turnoffs. Examples may be: * Lack of courtesy, friendliness, or attention * Employee lack of knowledge about products * Sloppy appearance, poor grooming, annoying mannerisms * Distracting clothing, piercing, tattoos

Describe three examples of "verbal disciplining" your self-talk.

Replacing any judgmental phrase such as "what an ugly dress" with more neutral descriptions such as "she dresses interestingly." Examples should reflect non-judgment.

What are the 4 functions of active listening according to the SIER hierarchy?

Responding / Evaluating / Interpreting / Sensing

What should you do when ending a conversation with a customer, once you have helped them with their need?

Summarize the call and repeat what has been decided

Generally people appreciate being called by name although not always by their first name - T/F

True

In a broad sense, a customer can be described as anyone with whom we exchange vale - T/F

True

People in an organization who are responsible for articulating a value proposition are: Correct Answer A) top leaders (owners or executives). B) middle managers. C) employees at all levels. D) Both top leaders (owners or executives) and middle managers.

Top leaders

Among the reasons callers might be upset are feelings that they are not valued, are helpless, and "it" just isn't fair - T/F

True

Companies can-and should-continually teach their Web sites to learn and adapt - T/F

True

Customers are coming to expect more personalized self-service solutions available online - T/F

True

The Net-savvy customer expects personalization and even the opportunity to participate with the company-the ability to choose options and also suggest additional ones - T/F

True

The appearance of a store, shop, or office conveys nonverbal messages to customers - T/F

True

The lack of effective listening may be the most common human communication problem and can significantly damage customer service - T/F

True

While listening capacity can clearly be hampered by too much information, it can also be hurt by too little - T/F

True

What are the two most common challenges to telephone use effectiveness that can negate the benefits of such customer communication?

Two challenges are: * Some employees are unaware of basic telephone use professionalism necessary to convey a good business image * People cannot see the person they are dealing with, thus eliminating visual cues that may clarify

When the quality of products or services sold is poor relative to its cost, customers are likely to experience what kind of turnoff? Name this and give three examples as sited in the chapter.

Value turnoff. Examples may be: * Poor guarantee or failure to back up products * Quality of goods or service not as good as expected * Price too high for the value received * Overly complicated or difficult-to-use products

Name the three kinds of customer turnoffs described in the chapter. Who, in an organization, is primarily responsible for each?

Value turnoffs. Top management (executive leadership) is responsible; Systems turnoffs. Management is responsible (since these require spending organizational resources); People turnoffs. Employees or organizational members at all levels are responsible for these.

e-service action tips

What page?

Examples of "internal noise" which can affect our ability to listen well include: A) loud chatter nearby. B) a headache, dislike of the person we are talking with, or preoccupation with another problem. C) the "cocktail party effect." D) All of these.

a headache, dislike of the person we are talking with, or preoccupation with another problem.

Intermediary

a person who acts as a link between people in order to try to bring about an agreement or reconciliation; a mediator

Partnership

an association of two or more people as partners

Shoddy

badly made or done

Regarding courtesy titles, A) call handlers show respect for callers by using the more formal, Mr. or Ms. B) they are an old-fashioned idea that has little merit today. C) their use is inappropriate except in very formal organizations such as law firms or banks. D) they sound stuffy and are unnecessary in modern commerce.

call handlers show respect for callers by using the more formal, Mr. or Ms.

Sloppy

careless and unsystematic; excessively casual

Several ideas for reducing people turnoffs are offered in this chapter. Among them is/are: A) changing employee communication behaviors, which can be done easily with training. B) hiring people with good technical skills rather than stressing interpersonal skills. C) clearly identifying taboos-certain messages, terms, language and nonverbal behaviors that are unacceptable. D) All of these.

clearly identifying taboos-certain messages, terms, language and nonverbal behaviors that are unacceptable

counter attitudinal advocacy (CAA)

communicating a belief which is different than your belief - What page?

Manifest

display or show (a quality or feeling) by one's acts or appearance; demonstrate

A typical company will lose 10 to 30% of its customers over what period of time? A) each year B) about ten years C) every 5 years D) during the life of the company

each year

Benchmarking

evaluate or check (something) by comparison with a standard

The McDonald's story in this chapter is presented to: Correct Answer A) illustrate the importance of having consistent systems. B) emphasize potential value turnoff problems. C) stress the importance of low prices. D) make students hungry.

illustrate the importance of having consistent systems.

Companies can avoid e-service problems by: A) requiring customers to use live chat. B) answering emails within 24 hours or so if at all possible. C) investing in redundant servers and rapid-loading Web pages. D) All of these.

investing in redundant servers and rapid-loading Web pages

When handling a very upset caller: A) immediately transfer them to a supervisor. B) say "I know what you mean" when they complain. C) put them on hold until they can cool off. D) invite them to suggest a solution to the problem.

invite them to suggest a solution to the problem.

What is the definition of Value?

it is a function of a product's quality relative to its price?

When having a live conversation with a customer and the phone rings: A) yell to someone else to grab the phone. B) lift the receiver and hang up immediately to signal the caller that you are busy. C) only answer it if no one else is available and after you ask the customer's permission. D) answer it promptly, after telling your customer to hold on.

only answer it if no one else is available and after you ask the customer's permission.

Buyer's remorse

regretting a purchase - especially happens with big ticket items

What are the 17 action tips for making contact with customers?

see page 24

What are the 11 action tips you should use to improve your listening habits?

see page 48

In the SIER hierarchy of active listening, the letters stand for: A) seeing, innovating, evaluating, reporting. B) selecting, interviewing, evaluating, reporting. C) selecting, interpreting, emphasizing, reflecting. D) sensing, interpreting, evaluating, responding.

sensing, interpreting, evaluating, responding

Vital behaviors are: Question options: A) activities that are required by law. B) not particularly important when influencing employees. C) specific actions that have the greatest impact on good service. D) the same as good attitudes.

specific actions that have the greatest impact on good service.

Turnover

the rate at which employees leave a workforce and are replaced

Regarding responding quickly to customers with e-service, A) the expectation for quick turn-around on customer questions is about the same as it has been for several years. B) long pauses of several minutes in chat sessions are generally okay because they indicate that you are thinking about the customer's request. C) customers are very understanding when e-service is slow, especially when dealing with a small company that may have fewer resources. D) waiting more than a few seconds for a screen to refresh is unacceptable to most customers.

waiting more than a few seconds for a screen to refresh is unacceptable to most customers.

Value proposition

what the company intends to exchange with its customers

What are communication taboos?

words or phrases that are prohibited or excluded from use or practice