Question 1

Identify the true statement of the problem-solving model.

Accepted Answer

A)   Customers rarely have a solution in mind to offer when they seek to redress their grievances.
B)   Customers always want you to solve the problem and attend to their grievances.
C)   Customers always want to vent frustration and seek sympathy for his problems.
D)   Customer often feels ownership for the solution when a problem is solved jointly.

Question 2

List any five possible strategies to effectively handle dissatisfied customers.

Accepted Answer

Occasionally,you will encounter dissatis...

Question 3

List any five work behaviors to adopt that can build internal relationships.

Accepted Answer

Take a proactive approach to building in...

Question 4

You can win the customer over by:

Accepted Answer

A)   working without the help of the customer to solve the problem.
B)   telling the customer to go somewhere else while you handle it.
C)   letting someone else handle it to save your time.
D)   using a people-centered approach to problem analysis and problems solving.

Question 5

People who have difficulty making a decision or making a selection when given choices of products or services are:

Accepted Answer

A)   domineering customers.
B)   indecisive customers.
C)   dissatisfied customers.
D)   inconsiderate customers.

Question 6

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

Accepted Answer

A)   attentive
B)   resourceful
C)   seamless
D)   trustworthy

Question 7

When a company provides what is promised,dependably,and with quality it is considered to be ____.

Accepted Answer

A)   attentive
B)   resourceful
C)   seamless
D)   trustworthy

Question 8

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

Accepted Answer

A) True 
 B)False

Question 9

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

Accepted Answer

A) True 
 B)False

Question 10

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following best defines prohibitions?

Accepted Answer

A)   Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.
B)   Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, nonavailability of products, or inability to perform as requested.
C)   A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations.
D)   The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.

Question 12

The cost of acquiring new customers is lesser than the cost retaining current ones.

Accepted Answer

A) True 
 B)False

Question 13

What are the five phases to the service recovery process?

Accepted Answer

Typically,there are five phase...

Question 14

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Accepted Answer

A) True 
 B)False

Question 15

Customers with disabilities are not classified as difficult customers.

Accepted Answer

A) True 
 B)False

Question 16

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

Accepted Answer

A) True 
 B)False

Question 17

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

Accepted Answer

A)   Make a decision and then reflect on it.
B)   Evaluate the alternatives.
C)   Identify the alternatives.
D)   Compile and analyze the data.

Question 18

While placing his order,a customer tells the waiter to avoid bell peppers of any kind or color in the food since he is allergic to the vegetable.In spite of informing the server of his choice,a slice of bell pepper sits right on top of the dish he ordered.In addition to a service breakdown,this could lead to:

Accepted Answer

A)   the customer learning to appreciate the bell pepper taste.
B)   the server having to eat that plate of food.
C)   the customer forcefully having to eat around the vegetables much against his wishes.
D)   serious illness or death of the customer and a huge liability for the organization.

Question 19

The first phase in the service recovery process is to:

Accepted Answer

A)   provide compensation.
B)   apologize, apologize, and apologize.
C)   take immediate action.
D)   show compassion.

Question 20

Which of the following work habits help build a good working relationship with internal customers?

Accepted Answer

A)   Pitch in to help when you have spare time and your co-workers need any assistance
B)   Unload personal problems with co-workers to make yourself feel psychologically better
C)   Ensure you forward your calls always irrespective of your presence at work
D)   Never hesitate to speak a lie if your work ethics are being questioned

Exam 7: Service Breakdowns and Service Recovery

Correct Answer
verified

You can win the customer over by:

Correct Answer
verified

People who have difficulty making a decision or making a selection when given choices of products or services are:

Correct Answer
verified

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Correct Answer
verified

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Correct Answer
verified

List any five work behaviors to adopt that can build internal relationships.

Correct Answer
verified
Take a proactive approach to building in...
View Answer

Customers with disabilities are not classified as difficult customers.

Correct Answer
verified

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

Correct Answer
verified

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

Correct Answer
verified

List any five possible strategies to effectively handle dissatisfied customers.

Correct Answer
verified
Occasionally,you will encounter dissatis...
View Answer

What are the five phases to the service recovery process?

Correct Answer
verified
Typically,there are five phase...
View Answer

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

Correct Answer
verified

Which of the following best defines prohibitions?

Correct Answer
verified

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

Correct Answer
verified

The cost of acquiring new customers is lesser than the cost retaining current ones.

Correct Answer
verified

Identify the true statement of the problem-solving model.

Correct Answer
verified

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

Correct Answer
verified

Which of the following work habits help build a good working relationship with internal customers?

Correct Answer
verified

When a company provides what is promised,dependably,and with quality it is considered to be ____.

Correct Answer
verified

The first phase in the service recovery process is to:

Correct Answer
verified

Exam 7: Service Breakdowns and Service Recovery

Correct AnswerverifiedShow Answer

You can win the customer over by:

Correct AnswerverifiedShow Answer

People who have difficulty making a decision or making a selection when given choices of products or services are:

Correct AnswerverifiedShow Answer

The best way to deal with a service breakdown is to decide on a plan of action after it occurs.

Correct AnswerverifiedShow Answer

Service breakdowns can occur at a charity event if a worker misplaces an item won by a donor.

Correct AnswerverifiedShow Answer

List any five work behaviors to adopt that can build internal relationships.

Correct AnswerverifiedTake a proactive approach to building in...View AnswerShow Answer

Customers with disabilities are not classified as difficult customers.

Correct AnswerverifiedShow Answer

When a company provides caring,personalized attention to customers,recognizing both their human and business needs it is considered to be ____.

Correct AnswerverifiedShow Answer

Once a customer transaction is completed,make sure any necessary follow-up action is begun.

Correct AnswerverifiedShow Answer

List any five possible strategies to effectively handle dissatisfied customers.

Correct AnswerverifiedOccasionally,you will encounter dissatis...View AnswerShow Answer

What are the five phases to the service recovery process?

Correct AnswerverifiedTypically,there are five phase...View AnswerShow Answer

Peter,a customer-care executive of Homefort Inc.,an electronics company,adopts the problem-solving process to find a solution to a complaint he received from a customer regarding the non-functioning of a microwave.After identifying the problem,what is Peter likely to do next?

Correct AnswerverifiedShow Answer

Which of the following best defines prohibitions?

Correct AnswerverifiedShow Answer

Customers often take their business to competitors if they feel they have had poor service and complacency,inappropriate complaint resolution,and unmet needs from one's company.

Correct AnswerverifiedShow Answer

The cost of acquiring new customers is lesser than the cost retaining current ones.

Correct AnswerverifiedShow Answer

Identify the true statement of the problem-solving model.

Correct AnswerverifiedShow Answer

To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.

Correct AnswerverifiedShow Answer

Which of the following work habits help build a good working relationship with internal customers?

Correct AnswerverifiedShow Answer

When a company provides what is promised,dependably,and with quality it is considered to be ____.

Correct AnswerverifiedShow Answer

The first phase in the service recovery process is to:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Take a proactive approach to building in...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Occasionally,you will encounter dissatis...
View Answer

Correct Answer
verified
Typically,there are five phase...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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