Question 1

Because appropriate hard measurements are not always intuitive or obvious,the potential for counting or tracking an irrelevant aspect of operations is high.Thus,it is often desirable to link operational performance measures with _________ to be sure they are strongly correlated.

Accepted Answer

A)   Tangible measurements
B)   Basic measurements
C)   Soft measurements
D)   Formal standards
E)   Customer panelsF) All of the above
G) B) and E)

Question 2

New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted.After determining that family-oriented halftime shows were an important consideration for a large portion of its target market,the Falcons researched specific ideas such as fireworks displays,a battle of the bands featuring local high school bands,drawings for prizes and musical concerts.The additional research would have been done during which step of the developing customer-defined standards?

Accepted Answer

A)   Developing feedback mechanisms for measurement of standards
B)   Identifying existing or desired service encounter sequences
C)   Establishing measures and target levels for standards
D)   Deciding whether hard or soft standards are appropriate
E)   Translating customer expectations into specific behaviors and actionsF) B) and C)
G) A) and E)

Question 3

Which of the following statements about service standardization and employee empowerment is true?

Accepted Answer

A)   For every service standardized,some degree of employee empowerment is always eliminated
B)   Any service standardization makes employee empowerment impossible
C)   Service standardization is not necessary when the organization empowers its employees
D)   The use of service standardization is compatible with employee empowerment
E)   There is no overlapping relationship between service standardization and employee empowermentF) B) and E)
G) B) and D)

Question 4

"Improving skills among contact employees" is an effective customer-defined service standard.

Accepted Answer

A) True 
 B)False  False

Question 5

Companies that have been successful in delivering consistently high service quality do not have formal standards to guide employees.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is NOT a soft customer-defined standard?

Accepted Answer

A)   Uniforms are to be immaculate
B)   Avoid other tasks while on the telephone with customers
C)   Deliver orders on the date promised
D)   Thank the customer at the end of the call
E)   Listen to customers attentivelyF) A) and C)
G) C) and D) C

Question 7

Which of the following is an example of a specific behavior or action that defines the performance expected by customers?

Accepted Answer

A)   Cost estimate is price customer pays
B)   Fixes the product right the first time
C)   Delivers the product on the promised date
D)   Greets customers within 5 minutes of entering the store
E)   All of the aboveF) B) and D)
G) B) and E)

Question 8

One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees.

Accepted Answer

A) True 
 B)False

Question 9

Things that can be counted,timed or observed through audits are _____ customer-defined service standards.

Accepted Answer

A)   Formal
B)   Hard
C)   Informal
D)   Qualitative
E)   ResponsiveF) A) and C)
G) B) and C)

Question 10

Service companies experience difficulty in setting standards to match or exceed customer expectations because of a lack of:

Accepted Answer

A)   Simultaneous organization and presentation
B)   Vertical communication
C)   Employee partnering
D)   Functional integration
E)   Operational benchmarkingF) C) and D)
G) A) and E)

Question 11

Which of the following is NOT an example of a hard customer-defined service standard?

Accepted Answer

A)   On-time delivery
B)   36-hour response time
C)   Number of missed pickups
D)   Orders entered the same day they are received
E)   Understand the customer's question or requestF) A) and E)
G) A) and D)

Question 12

What is wrong with the following service goal posted in a restaurant: "Do not keep customers waiting too long to be served"?

Accepted Answer

A)   It is too formal
B)   It is not actionable
C)   It is not specific enough
D)   It does not reflect the goal of the restaurant,which is to provide service quality
E)   It is not responsive to customer needsF) B) and C)
G) A) and B)

Question 13

When the customers of Granite Rock expressed their desire for 24-hour availability of ground rock products from the quarry,the company responded by creating an ATM-like system and the Granite Xpress Card that allows customers to enter the quarry and select and receive ground rock products at any time of the day or night.Granite Rock addressed customer requests with a(n) :

Accepted Answer

A)   Compliant standard
B)   Concrete substitution
C)   Internal anchor
D)   One-time fix
E)   Quick solutionF) A) and D)
G) All of the above

Question 14

The first step in the process for setting customer-defined standards is to translate customer expectations into behaviors and actions for each service encounter.

Accepted Answer

A) True 
 B)False

Question 15

A vacuum cleaner repair shop that called recent customers to ask if the people who waited on them were friendly and courteous,if the cleaner had been clean when it was returned to them and if they had any trouble finding the new store is collecting feedback on _____ measurements.

Accepted Answer

A)   Hard
B)   Basic
C)   Formal
D)   Soft
E)   InformalF) A) and C)
G) A) and B) D

Question 16

Enterprise Rent-A-Car closely ties customer service to employee success.With a tracking system called the Enterprise Service Quality Index (ESQi) ,the company routinely follows up with customers by phone to determine their level of satisfaction with the company.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise is using a _____ customer-defined standard.

Accepted Answer

A)   Reactive
B)   Proactive
C)   Informal
D)   Hard
E)   SoftF) B) and C)
G) A) and B)

Question 17

________ customer-defined standards are opinion-based measures and cannot be directly observed.

Accepted Answer

A)   Responsive
B)   Intangible
C)   Informal
D)   Measurable
E)   SoftF) A) and C)
G) D) and E)

Question 18

Setting a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret,measure and achieve.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is NOT an example of an effective formal service goal?

Accepted Answer

A)   Deliver products quickly
B)   Call the customer back within 2 hours
C)   Replace lost credit cards within 48 hours 98 percent of the time
D)   Answer phones within 3 rings
E)   Connect new cable service on the date promisedF) A) and D)
G) A) and C)

Question 20

The first step in the process of developing customer-defined standards is to:

Accepted Answer

A)   Develop feedback mechanisms for measurement of standards
B)   Establish measures and target levels for standards
C)   Identify existing or desired service encounter sequence
D)   Decide whether hard or soft standards are appropriate
E)   Translate customer expectations into behaviors and actions for each serviceF) D) and E)
G) All of the above

Exam 9: Customer-Defined Service Standards

Because appropriate hard measurements are not always intuitive or obvious,the potential for counting or tracking an irrelevant aspect of operations is high.Thus,it is often desirable to link operational performance measures with _________ to be sure they are strongly correlated.

Correct Answer
verified

Correct Answer
verified

Which of the following statements about service standardization and employee empowerment is true?

Correct Answer
verified

"Improving skills among contact employees" is an effective customer-defined service standard.

Correct Answer
verified
False

Companies that have been successful in delivering consistently high service quality do not have formal standards to guide employees.

Correct Answer
verified

Which of the following is NOT a soft customer-defined standard?

Correct Answer
verified
C

Which of the following is an example of a specific behavior or action that defines the performance expected by customers?

Correct Answer
verified

One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees.

Correct Answer
verified

Things that can be counted,timed or observed through audits are _____ customer-defined service standards.

Correct Answer
verified

Service companies experience difficulty in setting standards to match or exceed customer expectations because of a lack of:

Correct Answer
verified

Which of the following is NOT an example of a hard customer-defined service standard?

Correct Answer
verified

What is wrong with the following service goal posted in a restaurant: "Do not keep customers waiting too long to be served"?

Correct Answer
verified

Correct Answer
verified

The first step in the process for setting customer-defined standards is to translate customer expectations into behaviors and actions for each service encounter.

Correct Answer
verified

A vacuum cleaner repair shop that called recent customers to ask if the people who waited on them were friendly and courteous,if the cleaner had been clean when it was returned to them and if they had any trouble finding the new store is collecting feedback on _____ measurements.

Correct Answer
verified
D

Correct Answer
verified

________ customer-defined standards are opinion-based measures and cannot be directly observed.

Correct Answer
verified

Setting a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret,measure and achieve.

Correct Answer
verified

Which of the following is NOT an example of an effective formal service goal?

Correct Answer
verified

The first step in the process of developing customer-defined standards is to:

Correct Answer
verified

Exam 9: Customer-Defined Service Standards

Because appropriate hard measurements are not always intuitive or obvious,the potential for counting or tracking an irrelevant aspect of operations is high.Thus,it is often desirable to link operational performance measures with _________ to be sure they are strongly correlated.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following statements about service standardization and employee empowerment is true?

Correct AnswerverifiedShow Answer

"Improving skills among contact employees" is an effective customer-defined service standard.

Correct AnswerverifiedFalse

Companies that have been successful in delivering consistently high service quality do not have formal standards to guide employees.

Correct AnswerverifiedShow Answer

Which of the following is NOT a soft customer-defined standard?

Correct AnswerverifiedC

Which of the following is an example of a specific behavior or action that defines the performance expected by customers?

Correct AnswerverifiedShow Answer

One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees.

Correct AnswerverifiedShow Answer

Things that can be counted,timed or observed through audits are _____ customer-defined service standards.

Correct AnswerverifiedShow Answer

Service companies experience difficulty in setting standards to match or exceed customer expectations because of a lack of:

Correct AnswerverifiedShow Answer

Which of the following is NOT an example of a hard customer-defined service standard?

Correct AnswerverifiedShow Answer

What is wrong with the following service goal posted in a restaurant: "Do not keep customers waiting too long to be served"?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The first step in the process for setting customer-defined standards is to translate customer expectations into behaviors and actions for each service encounter.

Correct AnswerverifiedShow Answer

A vacuum cleaner repair shop that called recent customers to ask if the people who waited on them were friendly and courteous,if the cleaner had been clean when it was returned to them and if they had any trouble finding the new store is collecting feedback on _____ measurements.

Correct AnswerverifiedD

Correct AnswerverifiedShow Answer

________ customer-defined standards are opinion-based measures and cannot be directly observed.

Correct AnswerverifiedShow Answer

Setting a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret,measure and achieve.

Correct AnswerverifiedShow Answer

Which of the following is NOT an example of an effective formal service goal?

Correct AnswerverifiedShow Answer

The first step in the process of developing customer-defined standards is to:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
False

Correct Answer
verified

Correct Answer
verified
C

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
D

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified