Exam 14: Handling customer complaints and managing service recovery

St.George Bank made a commitment to improving customer service.The program of improvements includes methods for creating opportunities while resolving complaints.One way St.George does this is by appropriately handling complaints from angry customers.What response does the bank teach employees to use when customers are angry?

(Multiple Choice)

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Question 61

In answering the question 'How satisfied are you after you have made a complaint?' the most common response is:

(Multiple Choice)

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Question 62

If prevention is the key to managing customer failure, which of the following is NOT a step in rectifying the problem?

(Multiple Choice)

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Question 63

Which of the following is a valid reason for managers to be concerned about effectively resolving consumer complaints?

(Multiple Choice)

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Question 64

While there are some cultural differences between Asian and Western consumers, their reactions to complaints resolutions:

(Multiple Choice)

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Question 65

Assume you own a small clothing boutique.Prepare employee guidelines for effective complaint resolution.

(Essay)

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Question 66

Dissatisfied customers always complain.

(True/False)

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Question 67

Would the guidelines prepared in Question 3 be different if you owned multiple boutiques, spread across Australia? Would they be different if you were the Customer Service Manager for Qantas or Air New Zealand? If so, why? If not, why not?

(Essay)

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Question 68

The cost of complaining is sometimes so high that it is easier for the consumer to defect to another supplier.

(True/False)

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Question 69

Western customers are less likely to complain about service failures than their Eastern counterparts.

(True/False)

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Question 70

The SOCAP study shows that Australia is lagging behind other countries in best practice methods for dealing with complaints.What methods would you use to develop a suitable program for a small to medium organisation? Would this differ from possible solutions in a larger organisation? Justify your answer.

(Essay)

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Question 71

Customers are generally not aware of their rights and are unprepared to switch service providers.

(True/False)

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Question 72

Typical ways that customers cope with a negative service experience include confrontation, escape-avoidance, distancing and exercising self-restraint.

(True/False)

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Question 73

Consumers have been found to evaluate service recovery on a range of dimensions.Which of the following is NOT one of them?

(Multiple Choice)

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Question 74

A recent study of employee attitudes to customer complaints found:

(Multiple Choice)

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Question 75

Showing 61 - 75 of 75

In answering the question 'How satisfied are you after you have made a complaint?' the most common response is:

If prevention is the key to managing customer failure, which of the following is NOT a step in rectifying the problem?

Which of the following is a valid reason for managers to be concerned about effectively resolving consumer complaints?

While there are some cultural differences between Asian and Western consumers, their reactions to complaints resolutions:

Assume you own a small clothing boutique.Prepare employee guidelines for effective complaint resolution.

Dissatisfied customers always complain.

Would the guidelines prepared in Question 3 be different if you owned multiple boutiques, spread across Australia? Would they be different if you were the Customer Service Manager for Qantas or Air New Zealand? If so, why? If not, why not?

The cost of complaining is sometimes so high that it is easier for the consumer to defect to another supplier.

Western customers are less likely to complain about service failures than their Eastern counterparts.

Customers are generally not aware of their rights and are unprepared to switch service providers.

Typical ways that customers cope with a negative service experience include confrontation, escape-avoidance, distancing and exercising self-restraint.

Consumers have been found to evaluate service recovery on a range of dimensions.Which of the following is NOT one of them?

A recent study of employee attitudes to customer complaints found:

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

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