chapter 2 customer service Mathews – Flashcards

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upper management is at the top of the hierarchy
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in a top down-oriented organization:
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makes themselves clearly visible to front-line employees
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in successful organizations, upper management
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service philosophy or mission
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the direction or vision of an organization that supports day-to-day interaction with customers
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products and services
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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:
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unreliable and understandable
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RUMBA includes all of the following characteristics, except:
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employee roles
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the task assignment that service providers assume are
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customer feedback
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service measurements can be in terms of
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you and your attitude toward achieving the goals
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the determining factor in goal attainment is
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lose a customer and/or gain negative publicity
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if you allow organizations to "fix themselves,"often done as a test, you may:
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entrepreneur spirit
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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:
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make a commitment to customer and establish an environment to support it
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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:
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reductions in benefits such as break times
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examples of ways to recognize good performance includes all of these, except:
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mentors
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those who spend time and effort to benefit and assist others in an organization are:
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lack of time to devote to the mentee
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you should be ready to be a mentor with all of the following characteristics, except:
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empowerment
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the word used to describe the giving of decision-making and problem-solving authority to lower-level employees is:
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training
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many communities have lists of seminars, programs and other resources that may promote excellent opportunities for:
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get everyone involved in the organization in planning and brainstorming
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the best way to create a service culture is to:
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customer-friendly system
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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:
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service delivery systems
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the mechanism or strategies used by an organization to provide service to customers is known as:
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avoid the need to purchase and update a myriad of equipment
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one of the benefits of outsourcing is to:
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a formal customer service satisfaction survey
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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:
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useful if you are interviewing for a job
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learning about a company's level of service commitment can be:
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recognition, timely service, courtesy, empathy and patience, among others
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customers want and expect common things if they are to keep doing business with you, such as:
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customer-centric
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successful organizations are customer-centered or_____ ______and focus on individual needs
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non-initiative
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successful small business employees possess all but one of the following:
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