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33.
(p. 55)
Retail and service organizations should:
34.
(p. 57)
Which of the following approaches helps companies develop an effective organizational
culture?
35.
(p. 62)
_____ is used to describe the giving of decision-making and problem-resolution authority
to lower-level employees in an organization.
36.
(p. 62)
Empowerment:
37.
(p. 64)
Which of the following is the first step that an organization should take in creating or
redefining its service environment?
38.
(p. 64)
The first step a company should take in creating or redefining its service environment is
to:
39.
(p. 64)
To ensure the success of an organization's customer service, a service professional
should:
40.
(p. 65)
_____ is defined as a group of processes in an organization that make service seamless to
customers by ensuring that things work properly and the customer is satisfied.
41.
(p. 66)
The means by which an organization effectively gets its products and services to
customers is known as:
42.
(p. 66)
To maintain an efficient service delivery system, an organization should always:
43.
(p. 67)
An indirect delivery system:
44.
(p. 68)
A benefit for an organization that outsources its noncore positions is that:
45.
(p. 68)
Which of the following statements is a disadvantage for a company that outsources
jobs?
46.
(p. 70)
Internal employees or external consultants who pose as customers in on-site visits, over
the telephone, or online to determine how well customers are being served are known as:
47.
(p. 73)
To promote a positive service culture, customer service professionals should always
_____.
48.
(p. 74)
Daniel, a customer service executive, has received a call from Mrs. Karen Lynn, a
customer, complaining about a problem with her refrigerator. Mrs. Lynn wants to get the
refrigerator fixed at no additional cost. However, the warranty period for the appliance has
expired. In this scenario, which of the following responses will demonstrate Daniel's commitment
to customer service?
49.
(p. 76)
Which of the following is a characteristic of organizations that are highly committed to
customer service?
2-37
50.
(p. 78)
Which of the following guidelines should customer service professionals follow to meet
the expectations of customers?
Short Answer Questions
51.
(p. 52-53)
From a customer's perspective, what are the skills and qualifications that service
employees in both large and small organizations must possess? What may happen if service
employees fail to possess these skills?
52.
(p. 60-61)
Explain how a mentor can assist new employees.
53.
(p. 62)
Explain how empowerment helps develop an effective service culture?
54.
(p. 67)
What are the two types of delivery systems? Why is there a delicate balance in selecting
a service delivery system?
55.
(p. 72-75)
List the twelve strategies for promoting a positive service culture.
