Guides d'étude, Notes de cours & Résumés

QUESTIONS AND ANSWERS

QUESTIONS AND ANSWERS

An organization's "culture" is what the customer experiences. - Answer True Use of "they "language to refer to management when dealing with customers, helps demonstrate your commitment to your organization and its culture. - Answer False Business etiquette dictates that you should return all telephone calls within 4 hours - Answer False Service cultures include such things as policies and procedures. - Answer True Having one prepared greeting and closing statement to use with al...

An organization's "culture" is what the customer experiences. - Answer True Use of "they "language to refer to management when dealing with customers, helps demonstrate your commitment to your organization and its culture. - Answer False Business etiquette dictates that you should return all telephone calls within 4 hours - Answer False Service cultures include such things as policies and procedures. - Answer True Having one prepared greeting and closing statement to use with al...

American statistician who developed the principals of TQM and continuous improvement - Answer Edward Demming Track the satisfaction of guest regarding specific transactions - Answer Transactional Analysis Least frequently used data tool but provide both current and pertinent information - Answer In-depth interview Wrote book, quality is Free and proposed a program called "zero defects" - Answer Philip Crosby Data identifying guests' attitudes and beliefs - Answer Qualitative

Creating profit for the operation is the first goal of high-quality customer service. What is the second goal? - Answer Create value for the customer How do back-of-the-house staff interactions with servers affect service? - Answer Positive interaction directly reflects ways in which servers interact with guests How does fine dining differ from other segments? - Answer Complexity and quality of product offerings, ambiance, and service levels Is it possible for training to reduce costs? ...

Recognizing that a customer's psychological needs must be met when resolving incidents is called? - Answer Customer Call Differentiating What is the best way to minimize conflict with a customer? - Answer Remain friendly towards the customer. A talkative customer can result in extended call times. What is the best practice for disengaging from a customer? - Answer Recap the customer's actions. Which situation is most appropriate for an escalation? - Answer You have exhausted all avail...

Which organization revealed the following two of the eight quality customer service benefits: 1) improved perceived value of cable services and 2) minimized threat of competition? - The Cable and Telecommunications Association for Marketing. Which of the following associations established quantitative customer service standards for the following areas: 1) office and telephone availability, 2) installations, 3) outages, 4) service calls, and 5) communications, bills, and refunds? - Fcc Whic...

What refers to any episode in which a customer comes into contact with any aspect of the organization and gets an impression of the quality of its service? - Answer Moment of Truth What helps customers be more forgiving of minor mistakes and feel comfortable about providing feedback? - Answer Creating positive moments of truth How does management determine what standards define positive moments of truth? - Answer Ask questions to determine what customers are expecting How will employees...

offshoring - Answer refers to the relocation of business services from one country to another (e.g., services, production, and manufacturing) outsourcing - Answer refers to the practice of contracting with third party companies or vendors outside the organization (usually in another country to deliver products and services to customers or produce products) help desk - Answer term used to describe a service provider trained and assigned to assist customers with questions, problems, or sugge...