Customer Service Chapter 7

When interacting with a demanding customer, which of the following is the best course of action for the service provider? a. be flexible and willing to listen to requests b. concentrate on what cannot be done c. adopts aggressive behavior in the face of confrontation d. retaliates verbally when the customer resorts to the same

a. be flexible and willing to listen to requests

_____ occurs when customers take their business to competitors when they feel that their needs or wants are not met. a. customer defection b. customer retention c. customer loyalty d. customer segmentation

a. customer defection

The alternatives offered by service providers when an original request by a customer cannot be honored are called _____. a. service options b. service breakdowns c. service measurements d. service philosophies

a. service options

Which of the following is a good strategy for salvaging relationships after conflict? a. Retaliate verbally when the customer resorts to the same b. be flexible and willing to listen to requests c. Adopt aggressive behavior in the face of confrontation d. Concentrate on what cannot be done

b. be flexible and willing to listen to requests

Which of the following is a good strategy for preventing customer dissatisfaction? a. thinks only from the perspective of the service provider b. pampers the customer c. avoids empathizing with the customer d. makes aggressive initial comment

b. pampers the customer

Andrew, a car salesman, is faced with a distressed customer who is unhappy with the car she bought from Andrew. Andrew decides to use the emotion-reducing model for problem resolution. He first reassures his customer with a customer-focused message and then allows her to explain the issue and vent her emotions. Which of the following steps should Andrew undertake next to follow the emotion-reducing model? a. put process on hold until problem-solving methodology is chosen b. provides another customer-focused message c. solves the issue directly with the help of the customer d. refers the problem to a competent supervisor

b. provides another customer-focused message

Which of the following is a good strategy for salvaging relationships after conflict? a. Work towards reconciliation by yourself b. Close the lines of communication to avoid further conflict c. Be realistic and recognize that it can be difficult to "forgive and forget" d. Remain inflexible

c. Be realistic and recognize that it can be difficult to "forgive and forget"

For customer service providers, information learned about behavioral styles should be used to _____. a. offers alternative suggestions to customers with task orientations b. provides the definitive answer for resolving customer problems and concerns c. adapts the approach to customer needs and situations d. assesses and categorize difficult-to-please customers

c. adapts the approach to customer needs and situations

Rational customers are inclined to _____. a. prefers large-group interaction b. call attention to themselves c. be congenial and patient d. relish conflict

c. be congenial and patient

When interacting with an angry customer, which of the following statements is a positive course of action for the service provider? a. ignores the customer's feelings or anger b. point who is right or wrong in the situation c. be willing to compromise with the customer d. refrain from conducting follow-ups with the customer

c. be willing to compromise with the customer

When interacting with an indecisive customer, which of the following is a viable course of action for the service provider? a. refrain from suggesting alternatives and other options b. asks a large number of closed-ended questions c. listens actively and focus on nonverbal messages d. aggressively offers product and service information

c. listens actively and focuses on nonverbal messages

Which of the following is the first step of the emotion-reducing model? a. executes problem-solving methodology to resolve the issue b. discusses the emotional issue the customer faces c. provides a customer-focused message d. engages in defining the problem at hand

c. provides a customer-focused message

Which of the following is true of contemporary customers in comparison to customers of the past? a. they are less demanding b. they have access to more inaccurate information c. they are more discerning

c. they are more discerning

When interacting with a talkative customer, which of the following is a positive course of action for the service provider? a. refrain from mirroring the customer's expressive nature b. use neutral, one-syllable answers for all irrelevant questions c. adopts and aggressive, confrontational behavioral style d. asks specific open-ended questions

d. asks specific open-ended questions

Which of the following is the first step of the problem-solving process? a. evaluates the alternatives b. identifies the alternatives c. compiles and analyzes the data d. identifies the problem

d. identifies the problem

Which of the following is a work habit that helps a person develop a good-neighbor policy at his workplace? encourage gatherings of friends and loud conversation in the workplace maintain a clean, organized work area communicate all personal problems with work colleagues encourage office politics in the workplace

maintain a clean, organized work area