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978-0073545462 Chapter 1 Part 1
Chapter 01 – The Customer Service Profession 1-1 Chapter 1 The Customer Service Profession Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ………………………………………………………………………………. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and Lecture […]
978-0073545462 Chapter 1 Part 2
Chapter 01 – The Customer Service Profession 1-14 also well informed about the price, quality, and value of products and services. o This has occurred in part through the advertising and publicity by companies competing for market share and by […]
978-0073545462 Chapter 10 Part 1
Chapter 10 – Encouraging Customer Loyalty 10-1 Chapter 10 Encouraging Customer Loyalty Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and Lecture Notes ……………………………………………………………………… […]
978-0073545462 Chapter 10 Part 2
Chapter 10 – Encouraging Customer Loyalty 10–17 K. Problem-Solving Ability • If a customer has a problem, service providers have a problem. o Remembering this simple concept can go a long way in reminding service providers of their purpose for […]
978-0073545462 Chapter 2 Part 1
Chapter 02 – Contributing to the Service Culture 2-1 Chapter 2 Contributing to the Service Culture Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline […]
978-0073545462 Chapter 2 Part 2
Chapter 02 – Contributing to the Service Culture 2-13 o Professionalism o Enthusiastic service o Empathy ▪ As a service provider, one should make every effort to be understanding, and to provide appropriate service. ▪ A common strategy for showing […]
978-0073545462 Chapter 3 Part 1
Chapter 03 – Verbal Communication Skills 3-1 Chapter 3 Verbal Communication Skills Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and Lecture notes………………………………………………………………………. 5 […]
978-0073545462 Chapter 3 Part 2
Chapter 03 – Verbal Communication Skills 3-15 o Differing perceptions o Inadequate or poor communication o Contrary expectations o Inadequate communication o Goals that are out of sync with reality o Opposition over shared resources o Outcomes dependent on others […]
978-0073545462 Chapter 4 Part 1
Chapter 04 – Nonverbal Communication Skills 4-1 Chapter 4 Nonverbal Communication Skills Table of Contents Teaching Tools ………………………………………………………. Error! Bookmark not defined. Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and […]
978-0073545462 Chapter 4 Part 2
Chapter 04 – Nonverbal Communication Skills 4-15 C. Seek Clarifying Feedback • In many instances, people need feedback in order to adjust their behavior. o They may be sending cues they do not mean to send or to which others […]
978-0073545462 Chapter 5 Part 1
Chapter 05 – Listening to the Customer 5-1 Chapter 5 Listening to the Customer Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and Lecture […]
978-0073545462 Chapter 5 Part 2
Chapter 05 – Listening to the Customer 5-13 • Doing so shows that they are indeed listening and committed to getting things right or taking appropriate action. VI. Information–Gathering Techniques • The purpose of listening to customers is to gather […]
978-0073545462 Chapter 6
Chapter 06 – Customer Service and Behavior 6-1 Chapter 6 Customer Service and Behavior Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and Lecture […]
978-0073545462 Chapter 7 Part 1
Chapter 07 – Service Breakdowns and Service Recovery 7-1 Chapter 7 Service Breakdowns and Service Recovery Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline […]
978-0073545462 Chapter 7 Part 2
Chapter 07 – Service Breakdowns and Service Recovery 7-15 • An apology should come immediately after the discovery of the customer’s dissatisfaction and should be delivered in person, if possible. B. Take Immediate Action • As soon as the customer […]
978-0073545462 Chapter 8 Part 1
Chapter 08 – Customer Service in a Diverse World 8-1 Chapter 8 Customer Service in a Diverse World Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools ……………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………….. 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 […]
978-0073545462 Chapter 8 Part 2
Chapter 08 – Customer Service in a Diverse World 8-19 • Many older customers are in excellent physical and mental shape, are still employed, and have more time to be active now than when they were younger. • As the […]
978-0073545462 Chapter 9 Part 1
Chapter 09 – Customer Service via Technology 9-1 Chapter 9 Customer Service via Technology Table of Contents Teaching Tools …………………………………………………………………………………………………. 2 Instructor Teaching Tools …………………………………………………………………………….. 2 Student Learning Tools ………………………………………………………………………………… 2 Brief Chapter Outline …………………………..…………………………………………………………….. 3 Chapter Outline and Lecture […]
978-0073545462 Chapter 9 Part 2
Chapter 09 – Customer Service via Technology 9-16 Customer Issues • In the age of technology, people contacting an organization typically expect immediate responses or assistance. o They do not care about problems with the system or that a service […]
978-0073545462 Test Bank Chapter 1 Part 1
True / False Questions 1. (p. 6) The goals of providing customer service are similar despite the differences between organizations in their focus. FALSE The goals of providing customer service may vary depending on an organization’s focus. AACSB: Analytic Accessibility: […]
978-0073545462 Test Bank Chapter 1 Part 2
29. (p. 8) During the early days of business growth, many sold or bartered products from their homes in what became known as ____. A. outsourcing organizations B. cottage industries C. service industries D. customer-focused organizations In the past, many […]
978-0073545462 Test Bank Chapter 10 Part 1
True / False Questions 1. (p. 364) The key element in cementing interpersonal relationships is communication. FALSE Trust is the key element in cementing interpersonal relationships. AACSB: Analytic Accessibility: Keyboard Navigation Blooms: Remember Learning Objective: 10-01 Establish and maintain trust […]
978-0073545462 Test Bank Chapter 10 Part 2
31. (p. 375) Which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations? A. Sales and service records B. Automated surveys C. Customer comment cards D. Shopper […]
978-0073545462 Test Bank Chapter 2 Part 1
True / False Questions 1. (p. 45) The service culture in every organization is identical. FALSE The service culture is different for each organization. No two organizations operate in the same manner, have the same focus, or provide management that […]
978-0073545462 Test Bank Chapter 2 Part 2
33. (p. 55) Retail and service organizations should: A. focus on attracting new customers instead of trying to retain current customers. B. communicate their internal problems to customers. C. establish policies and procedures that are flexible. D. respond to customer […]
978-0073545462 Test Bank Chapter 3 Part 1
True / False Questions 1. (p. 88) The variable over which service providers have little control is the emotional state of their customers. TRUE One variable over which you have little control as a service provider is the emotional state […]
978-0073545462 Test Bank Chapter 3 Part 2
30. (p. 92) Which of the following statements is true of the problems associated with channels of communication? A. The nonverbal cues that accompany words are unidentifiable in telephonic conversations. B. Face-to-face conversation denies the opportunity to supplement the words […]
978-0073545462 Test Bank Chapter 4 Part 1
True / False Questions 1. (p. 129) Verbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people. FALSE Nonverbal messages consist of such things as movements, gestures, body […]
978-0073545462 Test Bank Chapter 4 Part 2
31. (p. 134) Which of the following is an example of a negative nonverbal behavior? A. Nodding affirmatively B. Casual unkempt appearance C. Open body stance D. Remaining silent as customer speaks Maintaining professional appearance has a positive influence, whereas […]
978-0073545462 Test Bank Chapter 5 Part 1
True / False Questions 1. (p. 166) Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers. TRUE Listening effectively is the primary means that many customer service professionals use to […]
978-0073545462 Test Bank Chapter 5 Part 2
32. (p. 169) _____ refers to sending back verbal and nonverbal messages to a message originator. A. Responding B. Answering C. Memorizing D. Hearing The last phase of the listening process is responding. Responding refers to sending back verbal and […]
978-0073545462 Test Bank Chapter 6 Part 1
True / False Questions 1. (p. 202) Behavioral styles are observable tendencies that you and others exhibit when dealing with tasks or people. TRUE Behavioral styles are observable tendencies (actions that you can see or experience) that you and other […]
978-0073545462 Test Bank Chapter 6 Part 2
29. (p. 203) The psychiatrist who did much research related to behavioral styles in the early 20th century is ____. A. Andrea Jung B. Carl Jung C. George Boerec D. Lovie Jung Many self-assessment questionnaires and much of the research […]
978-0073545462 Test Bank Chapter 7 Part 1
True / False Questions 1. (p. 232) Customer expectations can affect how service is delivered and perceived. TRUE Customer expectations can affect how service is delivered and perceived. Today’s customers are more discerning and better educated, have access to more […]
978-0073545462 Test Bank Chapter 7 Part 2
33. (p. 243) Which of the following is a good strategy for effectively handling rude or inconsiderate customers? A. Don’t compromise even if needed B. Don’t ask specific open-end questions C. Don’t resort to retaliation D. Don’t use closed-end questions […]
978-0073545462 Test Bank Chapter 8 Part 1
True / False Questions 1. (p. 274) As the world grows smaller economically and technology increases, the chances of you having contact on the job with people from other cultures decrease. FALSE As the world grows smaller economically and otherwise […]
978-0073545462 Test Bank Chapter 8 Part 2
32. (p. 281) Which of the following strategies should be adopted to effectively handle customers having expectations of privacy? A. Adopt a gregarious attitude to make the customer feel comfortable. B. Avoid controversial topics that might be emotional hot buttons […]
978-0073545462 Test Bank Chapter 9 Part 1
True / False Questions 1. (p. 314) To say that technology has permeated almost every aspect of life in most developed countries would be an understatement. TRUE To say that technology has permeated almost every aspect of life in most […]
978-0073545462 Test Bank Chapter 9 Part 2
31. (p. 320) Which of the following statements is true about the automatic number identification system? A. It disregards the confidentiality clause B. It is a time consuming process C. It is pronounced as “Annie” D. It uses an auto-dialer […]