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True / False Questions
1.
(p. 45)
The service culture in every organization is identical.
2.
(p. 45)
Any policy, procedure, action, or inaction on the part of an organization contributes to its
service culture.
3.
(p. 46)
Companies that are customer-centric typically view customers from the standpoint of
what company products or services they use.
4.
(p. 46)
In the past, a company's primary approach to attract and hold customers was to
continually make changes to its product and service lines.
5.
(p. 46)
Customer-centric organizations have realized that it is cheaper to attract new customers
than to try and retain their current customers.
6.
(p. 47)
A company's mission is generally driven from the top of the organization.
7.
(p. 48)
Mission statements should always tie back to the vision statement and should be
incorporated into the infrastructure and service culture of an organization.
8.
(p. 49)
Employee expectations are perceptions about positive and negative aspects of the
workplace.
9.
(p. 51)
For any goal to be attained, it must be believable to the people who will strive to reach it
and to the supervisors or team leaders who will monitor it.
10.
(p. 52)
Employees should always share their organization's internal problems with the
customers.
11.
(p. 53)
A sole proprietorship is a one-owner business.
12.
(p. 56)
The return policy of an organization is a gauge customers use to determine where they
will spend their time and money.
13.
(p. 61)
Protégés are individuals in an organization who dedicate time and effort to befriend and
assist others.
14.
(p. 64)
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.
15.
(p. 66)
The service delivery system of an organization includes having customers deal with the
organization's internal policies, practices, or politics.
16.
(p. 67)
The type of delivery system used by organizations to serve customers is not important.
17.
(p. 67)
In a direct contact environment, customers interact directly with people.
18.
(p. 68)
By outsourcing jobs to a third party, companies can save money by reducing health
benefits or retirement payments.
19.
(p. 72)
Employees should always focus on taking a one-time service or sales opportunity
approach instead of developing an ongoing relationship with customers.
20.
(p. 74)
In order to demonstrate strong support for their company, frontline employees or
supervisors should always use "they" language when dealing with customers.
21.
(p. 74)
A service professional should work with customers' interest in mind to promote a positive
service culture.
22.
(p. 76)
An organization that is committed to providing excellent customer service encourages
open communication between frontline employees and all levels of management.
23.
(p. 76)
Typically, in organizations that demonstrate a strong commitment to customer service,
the status quo is acceptable.
24.
(p. 76)
Generally, most customers want the transactions to be quick; hence, they do not expect
pleasantries such as "please" and "thank you."
2-13
25.
(p. 78)
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.
Multiple Choice Questions
26.
(p. 46)
Which of the following statements is true of a top down-oriented organization?
27.
(p. 48)
Which of the following statements is true of successful organizations?
28.
(p. 49)
In an organization, _____ are the task assignments that service providers assume.
29.
(p. 49)
Which of the following characteristics is included in RUMBA?
30.
(p. 51)
In a purely customer-focused environment, service measurement is typically in terms of
the:
31.
(p. 51)
Managers should always ensure that employees:
32.
(p. 54)
Emma is the manager of a small beauty salon. She deals with different kinds of
customers and has to ensure that the customer needs are identified and satisfied. To develop an
effective customer service, she should:
