Question 1

An indirect delivery system typically involves ________.

Accepted Answer

A)  face-to-face interaction between employees and customers 
B)  a hands-off self-service approach to customers 
C)  extensive customer contact throughout the interaction. 
D)  a more caring customer service approach than a direct delivery system 
A)  face-to-face interaction between employees and customers 
B)  a hands-off self-service approach to customers 
C)  extensive customer contact throughout the interaction. 
D)  a more caring customer service approach than a direct delivery system

Question 2

In a purely customer-focused environment, service measurement is typically in terms of ________.

Accepted Answer

A)  employee turnover 
B)  the number of products manufactured 
C)  potential sales 
D)  the number of customer complaints 
A)  employee turnover 
B)  the number of products manufactured 
C)  potential sales 
D)  the number of customer complaints

Question 3

A company's mission is generally driven from the top of the organization.

Accepted Answer

A) True 
 B)False

Question 4

Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.

Accepted Answer

A) True 
 B)False

Question 5

Employees should share their organization's internal problems with the customers.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following characteristics is included in RUMBA?

Accepted Answer

A)  Abstract 
B)  Understandable 
C)  Measureless 
D)  Rigid 
A)  Abstract 
B)  Understandable 
C)  Measureless 
D)  Rigid

Question 7

An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management.

Accepted Answer

A) True 
 B)False

Question 8

Generally, most customers want the transactions to be quick; hence, they do not expect pleasantries such as "please" and "thank you."

Accepted Answer

A) True 
 B)False

Question 9

Which of the following statements is true of successful organizations?

Accepted Answer

A)  The mission and vision statements of these organizations are completely different. 
B)  They typically view customers from the standpoint of what company products or services they use. 
C)  The members of the upper management make themselves visible to frontline employees. 
D)  They realize that it is cheaper to continually attract new customers than to retain current customers. 
A)  The mission and vision statements of these organizations are completely different. 
B)  They typically view customers from the standpoint of what company products or services they use. 
C)  The members of the upper management make themselves visible to frontline employees. 
D)  They realize that it is cheaper to continually attract new customers than to retain current customers.

Question 10

Which of the following is the first step that an organization should take in creating or redefining its service environment?

Accepted Answer

A)  Empowering its employees to better serve customers 
B)  Making sure it knows who its customers really are 
C)  Conducting an inspection of its systems and practices 
D)  Reviewing the manner in which external customer needs are addressed 
A)  Empowering its employees to better serve customers 
B)  Making sure it knows who its customers really are 
C)  Conducting an inspection of its systems and practices 
D)  Reviewing the manner in which external customer needs are addressed

Question 11

By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following statements is true of a top down-oriented organization?

Accepted Answer

A)  Customers are at the top of the organization's structure. 
B)  It typically focuses on individual needs of customers rather than its products. 
C)  It typically views the senior management as a final element or afterthought. 
D)  Upper management is at the top of the hierarchy. 
A)  Customers are at the top of the organization's structure. 
B)  It typically focuses on individual needs of customers rather than its products. 
C)  It typically views the senior management as a final element or afterthought. 
D)  Upper management is at the top of the hierarchy.

Question 13

Explain how a mentor can assist new employees.

Accepted Answer

When experienced people leave an organiz

Question 14

Explain how empowerment helps develop an effective service culture.

Accepted Answer

Employee empowerment is one way for a su

Question 15

What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?

Accepted Answer

The major difference between the two typ

Question 16

________ is used to describe when lower-level employees in an organization are given decision-making and problem-resolution authority.

Accepted Answer

A)  Micromanagement 
B)  Empowerment 
C)  Centralization 
D)  Totalitarianism 
A)  Micromanagement 
B)  Empowerment 
C)  Centralization 
D)  Totalitarianism

Question 17

Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.

Accepted Answer

A) True 
 B)False

Question 18

To demonstrate strong support for their company, frontline employees or supervisors should always use "they" language when dealing with customers.

Accepted Answer

A) True 
 B)False

Question 19

Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.

Accepted Answer

A)  mystery shoppers 
B)  lobbyists 
C)  jobbers 
D)  category captains 
A)  mystery shoppers 
B)  lobbyists 
C)  jobbers 
D)  category captains

Question 20

Employee expectations are perceptions about positive and negative aspects of the workplace.

Accepted Answer

A) True 
 B)False

An indirect delivery system typically involves ________.

In a purely customer-focused environment, service measurement is typically in terms of ________.

A company's mission is generally driven from the top of the organization.

Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.

Employees should share their organization's internal problems with the customers.

Which of the following characteristics is included in RUMBA?

An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management.

Generally, most customers want the transactions to be quick; hence, they do not expect pleasantries such as "please" and "thank you."

Which of the following statements is true of successful organizations?

Which of the following is the first step that an organization should take in creating or redefining its service environment?

By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.

Which of the following statements is true of a top down-oriented organization?

Explain how a mentor can assist new employees.

Explain how empowerment helps develop an effective service culture.

What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?

________ is used to describe when lower-level employees in an organization are given decision-making and problem-resolution authority.

Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.

To demonstrate strong support for their company, frontline employees or supervisors should always use "they" language when dealing with customers.

Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.

Employee expectations are perceptions about positive and negative aspects of the workplace.

The Word of Customer Service

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 2: Contributing to the Service Culture

An indirect delivery system typically involves ________.

In a purely customer-focused environment, service measurement is typically in terms of ________.

A company's mission is generally driven from the top of the organization.

Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.

Employees should share their organization's internal problems with the customers.

Which of the following characteristics is included in RUMBA?

An organization that is committed to providing excellent customer service encourages open communication between frontline employees and all levels of management.

Generally, most customers want the transactions to be quick; hence, they do not expect pleasantries such as "please" and "thank you."

Which of the following statements is true of successful organizations?

Which of the following is the first step that an organization should take in creating or redefining its service environment?

By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.

Which of the following statements is true of a top down-oriented organization?

Explain how a mentor can assist new employees.

Explain how empowerment helps develop an effective service culture.

What are the two types of delivery systems? Why is there a delicate balance in selecting a service delivery system?

________ is used to describe when lower-level employees in an organization are given decision-making and problem-resolution authority.

Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.

To demonstrate strong support for their company, frontline employees or supervisors should always use "they" language when dealing with customers.

Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.

Employee expectations are perceptions about positive and negative aspects of the workplace.

The Word of Customer Service

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters