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33.
(p. 243)
Which of the following is a good strategy for effectively handling rude or inconsiderate
customers?
34.
(p. 244)
Which of the following best defines talkative customers?
35.
(p. 245)
Before you get a customer to calm down, you should:
36.
(p. 246)
The first step in the emotion-reducing model is to:
37.
(p. 251)
Which of the following work habits help build a good working relationship with internal
customers?
38.
(p. 252)
Which of the following is a strategy for preventing dissatisfaction and problem solving?
39.
(p. 253)
You can win the customer over by:
40.
(p. 253)
Which of the following is a benefit of exceeding customer expectations?
41.
(p. 254)
Which of the strategies should be adopted when a customer takes time to share a
concern, complaint, or question?
42.
43.
(p. 257)
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?
44.
(p. 259)
Which of the following is the final step in the problem-solving process?
45.
(p. 260)
The first phase in the service recovery process is to:
46.
(p. 260)
When a company provides what is promised, dependably, and with quality it is considered
to be ____.
47.
(p. 260)
When a company provides caring, personalized attention to customers, recognizing both
their human and business needs it is considered to be ____.
48.
(p. 261)
Which of the following best defines prohibitions?
49.
(p. 264)
Identify the true statement of compensation from the following.
7-28
50.
(p. 265)
Which of the following steps in the service recovery process is the only way of finding out
if a recovery effort is successful?
Short Answer Questions
51.
(p. 240-241)
List any five possible strategies to effectively handle dissatisfied customers.
52.
(p. 251-252)
List any five work behaviors to adopt that can build internal relationships.
53.
(p. 256)
What are the six steps in the problem-solving model?
54.
(p. 261)
What are the five phases to the service recovery process?
55.
(p. 262, 264)
How would one demonstrate empathy in a problem resolution with a customer if
they are prohibited from helping the customer?
