Question 1

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.E) A) and B)
F) None of the above

Question 2

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 3

Managers should always ensure that employees:

Accepted Answer

A)   focus on attracting new customers rather than retaining current customers.
B)   communicate the internal problems of the organization to customers.
C)   are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization.
D)   focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.E) C) and D)
F) A) and D)

Question 4

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Accepted Answer

A)   Service professionals should always use "they" language when dealing with customers.
B)   Service professionals should involve customers in situations that are out of their control.
C)   Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
D)   Service professionals should focus on attracting new customers rather than trying to retain existing customers.E) B) and C)
F) None of the above

Question 5

Explain how a mentor can assist new employees.

Accepted Answer

When experienced people leave an organiz...

Question 6

If frontline employees are angry because of a policy,procedure,management,or a customer,they must always communicate their frustrations or pressures with that customer.

Accepted Answer

A) True 
 B)False  False

Question 7

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 8

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 9

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

Accepted Answer

A) True 
 B)False

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 in order 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 addressedE) None of the above
F) A) and B)

Question 11

Any policy,procedure,action,or inaction on the part of an organization contributes to its service culture.

Accepted Answer

A) True 
 B)False

Question 12

An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.

Accepted Answer

A) True 
 B)False  True

Question 13

In the past,a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Accepted Answer

A) True 
 B)False

Question 14

The service culture in every organization is identical.

Accepted Answer

A) True 
 B)False

Question 15

In a direct contact environment,customers interact directly with people.

Accepted Answer

A) True 
 B)False

Question 16

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

Accepted Answer

A) True 
 B)False

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

Empowerment:

Accepted Answer

A)   makes service representatives feel like they have no say in the important decisions of an organization.
B)   restricts on-the-spot responsiveness to the customer.
C)   requires frontline employees in an organization to get permission from their managers before they serve a customer.
D)   is an intangible way that service organizations reward employees.E) None of the above
F) B) and C) D

Question 19

Daniel,a customer service executive,has received a call from Mrs.Karen Lynn,a customer,complaining about a problem with her refrigerator.Mrs.Lynn wants to get the refrigerator fixed at no additional cost.However,the warranty period for the appliance has expired.In this scenario,which of the following responses will demonstrate Daniel's commitment to customer service?

Accepted Answer

A)   "Mrs. Lynn, I cannot help you. The company policy states that customers have to bear the cost of repairs after the warranty period has expired."
B)   "Mrs. Lynn, let me transfer your call to the sales department. They will brief you about the new products that are being offered this month."
C)   "Mrs. Lynn, I've inquired about request, but the manager has said that the company cannot incur the cost of repairing your refrigerator."
D)   "Mrs. Lynn, what I can do to resolve this problem is to offer you a thirty percent discount on the repair costs and a two-year warranty on your appliance."E) B) and D)
F) B) and C)

Question 20

The service delivery system of an organization includes having customers deal with the organization's internal policies,practices,or politics.

Accepted Answer

A) True 
 B)False

Exam 2: Contributing to the Service Culture

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

Correct Answer
verified

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

Correct Answer
verified
The major difference between the two typ...
View Answer

Managers should always ensure that employees:

Correct Answer
verified

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Correct Answer
verified

Explain how a mentor can assist new employees.

Correct Answer
verified
When experienced people leave an organiz...
View Answer

If frontline employees are angry because of a policy,procedure,management,or a customer,they must always communicate their frustrations or pressures with that customer.

Correct Answer
verified
False

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Any policy,procedure,action,or inaction on the part of an organization contributes to its service culture.

Correct Answer
verified

An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.

Correct Answer
verified
True

In the past,a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Correct Answer
verified

The service culture in every organization is identical.

Correct Answer
verified

In a direct contact environment,customers interact directly with people.

Correct Answer
verified

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

Correct Answer
verified

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

Correct Answer
verified

Empowerment:

Correct Answer
verified
D

Correct Answer
verified

The service delivery system of an organization includes having customers deal with the organization's internal policies,practices,or politics.

Correct Answer
verified

Exam 2: Contributing to the Service Culture

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedThe major difference between the two typ...View AnswerShow Answer

Managers should always ensure that employees:

Correct AnswerverifiedShow Answer

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Correct AnswerverifiedShow Answer

Explain how a mentor can assist new employees.

Correct AnswerverifiedWhen experienced people leave an organiz...View AnswerShow Answer

If frontline employees are angry because of a policy,procedure,management,or a customer,they must always communicate their frustrations or pressures with that customer.

Correct AnswerverifiedFalse

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Any policy,procedure,action,or inaction on the part of an organization contributes to its service culture.

Correct AnswerverifiedShow Answer

An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.

Correct AnswerverifiedTrue

In the past,a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Correct AnswerverifiedShow Answer

The service culture in every organization is identical.

Correct AnswerverifiedShow Answer

In a direct contact environment,customers interact directly with people.

Correct AnswerverifiedShow Answer

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Empowerment:

Correct AnswerverifiedD

Correct AnswerverifiedShow Answer

The service delivery system of an organization includes having customers deal with the organization's internal policies,practices,or politics.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified
The major difference between the two typ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
When experienced people leave an organiz...
View Answer

Correct Answer
verified
False

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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True

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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D

Correct Answer
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Correct Answer
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