chapter 2 customer service Mathews – Flashcards
Unlock all answers in this set
Unlock answersquestion
upper management is at the top of the hierarchy
answer
in a top down-oriented organization:
question
makes themselves clearly visible to front-line employees
answer
in successful organizations, upper management
question
service philosophy or mission
answer
the direction or vision of an organization that supports day-to-day interaction with customers
question
products and services
answer
materials, products and services that are state of the art, competitively priced and meet the needs of customers are the elements that define a successful organization. these include:
question
unreliable and understandable
answer
RUMBA includes all of the following characteristics, except:
question
employee roles
answer
the task assignment that service providers assume are
question
customer feedback
answer
service measurements can be in terms of
question
you and your attitude toward achieving the goals
answer
the determining factor in goal attainment is
question
lose a customer and/or gain negative publicity
answer
if you allow organizations to "fix themselves,"often done as a test, you may:
question
entrepreneur spirit
answer
the ability to work in an environment in which free thinking and creativity are encouraged, needed and helpful in a nonprofit environment is know as:
question
make a commitment to customer and establish an environment to support it
answer
when customer service problems occur and the culture is not customer-focused, the important question for the organization is "how do we fix our system?" and the answer is:
question
reductions in benefits such as break times
answer
examples of ways to recognize good performance includes all of these, except:
question
mentors
answer
those who spend time and effort to benefit and assist others in an organization are:
question
lack of time to devote to the mentee
answer
you should be ready to be a mentor with all of the following characteristics, except:
question
empowerment
answer
the word used to describe the giving of decision-making and problem-solving authority to lower-level employees is:
question
training
answer
many communities have lists of seminars, programs and other resources that may promote excellent opportunities for:
question
get everyone involved in the organization in planning and brainstorming
answer
the best way to create a service culture is to:
question
customer-friendly system
answer
reference to the processes in an organization that make service to customers seamless by ensuring that things work properly and the customer is satisfied is the:
question
service delivery systems
answer
the mechanism or strategies used by an organization to provide service to customers is known as:
question
avoid the need to purchase and update a myriad of equipment
answer
one of the benefits of outsourcing is to:
question
a formal customer service satisfaction survey
answer
an informal follow-up opportunity provides ways to let customers know that you want to keep them as customers and includes all of the following, except:
question
useful if you are interviewing for a job
answer
learning about a company's level of service commitment can be:
question
recognition, timely service, courtesy, empathy and patience, among others
answer
customers want and expect common things if they are to keep doing business with you, such as:
question
customer-centric
answer
successful organizations are customer-centered or_____ ______and focus on individual needs
question
non-initiative
answer
successful small business employees possess all but one of the following:
