Show:
Fill in the blank
Fill in the blank
True or false
Multiple choice
Multiple choice
100
______________ is a customer's sense of a product or service's quality relative to cost.
What is “Perception of value"
100
Moments of Truth can be defined as ___________.
What is any interaction between a company’s employees and its customers
100
Virtually every company should have a "service department."
What is false
100
Which of the following is NOT a barrier to excellent customer service? a.poor time management b.insufficient authority c.ability to handle stress d.laziness
c. ability to handle stress
100
Shelfware syndrome is a. a customer’s excitement to use new technologies offered by a company b.deciding not to use new technology because of resistance c.offering technical support to a customer who does not understand d.a poorly designed technological device
What isb. deciding not to use new technology because of resistance
200
Once ___________ is lost, it is not easy to regain.
What is credibility.
200
Taking ownership of customer issues and meeting customer needs are methods __________.
What is of avoiding unecessary moments in customer service
200
It costs five to six times more to keep an existing customer than to attract a new one.
What is false.
200
Idea(s) for reducing People Turnoffs is/are: a. changing employee communication behaviors through extensive training b. clearly identifying taboos, and language and nonverbal behaviors that are unacceptable c. hiring people with good technical skills rather than stressing interpersonal skills d. all of the above
What is b. clearly identifying taboos, and language and nonverbal behaviours that are unacceptable
200
A typical company will lose 10% to 30% of its customers over what period of time? a. about ten years b. every 5 years c. during the life of the company d. each year
What is d. each year
300
People are more likely to share a negative customer experience with their __________ and a positive one with _____________.
What is superiors / the people closest to them
300
When employees are empowered they __________.
What is have additional authority to make decisions that benefit the customer.
300
A company's culture and customer relationships can give a company long-term, sustainable advantage in the marketplace.
What is true.
300
Companies will see profitability and thrive if they focus their marketing on offering services to the following demographic: a. 18–24 b. 50+ c. 25–34 d. 35–44
What is b. 50+
300
Customer loyalty is sometimes mistaken for: a. customer satisfaction alone b. repeat buying alone c. a large share of the market d. all of the above
What is d. all of the above
400
__________ tends to grow over time as the relationship with customers evolve.
What is Service intimacy
400
____________ will be one of the defining areas of success or failure for service providers.
What is Customer loyalty
400
If internal customers do not receive great service, it is unlikely that they will be able to provide great service to external customers.
What is true.
400
Expectations based on our previous experiences which enhance our other expectations are a.secondary expectations b.primary expectations c.tertiary expectations d. none of the above
What is a. secondary expectations
400
When the clerk rang up the goods, she wrapped each gift in a small, hand-knit sack tied with a ribbon. The little sacks were made of knitting remnants from their factory. What type of value enhancement is this an example of? a. packaging b. goodness of product fit c. memorability of product experience d. add-ons
What is a. packaging
500
__________ gives customers increased power when seeking resolution to a problem.
What is Social media
500
Most companies need to increase the number of __________ they hear from.
What are complainers
500
The customer is always right.
What is false.
500
Companies can enhance their "trustability" by: a.exceeding expectation for openness and transparency b.creating different policies for individual customers based on need c.maintaining confidentiality with customer information d.automatically renewing subscriptions so that customers don't have to do this
What is a. exceeding expectation for openness and transparency
500
E-commerce has affected customer service by: a. reducing the need for good face-to-face transactions b. eliminating the need to write a letter to complain c. making spreading the word about service experiences easier than ever d. reducing the impact of complaint web sites since there are now so many of them
What is c. making spreading the word about service experiences easier than ever.