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True / False Questions
1.
(p. 232)
Customer expectations can affect how service is delivered and perceived.
2.
(p. 232)
When a product or service fails to meet what the customer wants or needs,
dissatisfaction and frustration can result.
3.
(p. 232)
Motivational devices that cause customers to seek out specific types of products or
services are referred to as customer needs.
4.
(p. 233)
Service breakdowns can occur at a charity event if a worker misplaces an item won by a
donor.
5.
(p. 235)
The more you know about style tendencies, the harder it is to deal with people in a
variety of situations.
6.
(p. 236)
A key to successfully serving all types of customers is to stereotype them.
7.
(p. 236)
Internal customers with special requests can be classified as a difficult customer.
8.
(p. 236)
Customers with disabilities are not classified as difficult customers.
9.
(p. 236)
People who challenge a service provider's ability to deliver service and who require
special skills and patience are difficult customers.
10.
(p. 237)
A demanding customer may feel a need to be or stay in control, especially if he or she has
felt out of control in the past.
11.
(p. 241)
To effectively serve an angry customer, one must move beyond the emotions to discover
the reason for his or her anger.
12.
(p. 243)
A good strategy when dealing with rude or inconsiderate customers is to remain
professional.
13.
(p. 245)
The key to helping resolve service breakdowns is to frame your problem resolution with
customer-focused messages through the use of the emotion-reducing model.
14.
(p. 246)
The key to helping resolve any service breakdowns is to frame your problem resolution
with customer-focused messages through use of the emotion-reducing model.
15.
(p. 246)
The cost of acquiring new customers is lesser than the cost retaining current ones.
16.
(p. 247)
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.
17.
(p. 247)
The principal thing to remember about complaint resolution is that it is your perception of
the situation, not the customer's, that counts.
18.
(p. 248)
Dealing with internal customers may be more sensitive than your dealings with
outsiders.
19.
(p. 249)
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.
20.
(p. 252)
The best way to deal with a service breakdown is to decide on a plan of action after it
occurs.
21.
(p. 254)
If customers share a concern, complaint, or question with you in person, remember to use
verbal, nonverbal, and listening skills discussed in conjunction with customer service.
22.
(p. 254)
Once a customer transaction is completed, make sure any necessary follow-up action is
begun.
23.
(p. 255)
The first key step in the problem-solving process is to identify the problem.
24.
(p. 259)
The primary purpose of any good service recovery program should be to return the
customer-provider relationship to its normal state.
25.
(p. 259)
Failure to adhere to deadlines warrants a service recovery action by service providers.
26.
(p. 232)
_____ are things that customers typically desire but do not necessarily need.
27.
(p. 232)
Which of the following examples could lead to a service breakdown?
28.
(p. 233)
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:
29.
(p. 236)
Who among the following may be described as a difficult customer?
30.
(p. 237)
Which of the following is a good strategy for effectively handling demanding customers?
31.
(p. 239)
People who have difficulty making a decision or making a selection when given choices of
products or services are:
32.
(p. 242)
Which of the following tactics can be pursued to effectively handle dissatisfied or angry
customers?
