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Exam 9: Customer-Defined Service Standards

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Question 31

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Describe the three factors necessary for appropriate service standards.

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(1)Standardization of service behaviors ...

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Question 32

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American Express's "Service Tracking Report" systematically measures both customer satisfaction and employee performance worldwide.Compiled on a monthly basis,the document uses statistics to measure the performance of business units throughout the world against more than 100 service quality factors related to their customers' three major service dimensions-responsiveness,timeliness and accuracy.American Express's "Service Tracking Report" is a(n) :

A) Service performance index
B) Quality improvement measure
C) Total quality management assessment
D) Customer service indicator
E) Internal-external service control benchmark

F) A) and D)
G) B) and E)

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Question 33

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

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.

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

Imagine you are the manager of an electrical contracting company that does repair work,remodeling and new construction for homeowners.You understand that you need to set customer-defined standards in order to close the gap between customer expectations and what your company is now delivering.List and define the two major types of customer-defined standards and give three examples of each.

Standardization of services in the form of ______________ is exemplified by maid services by Molly Maids as well as routinized tax services developed by H&R Block.

Two major types of customer-defined service standards can be distinguished.What kind of a customer-defined standard is the following: "Leave no customer on hold for longer than five minutes?"

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

American Airlines conducts ongoing in-flight surveys to assess passengers' perceptions of the ticket buying process,gate agents,flight attendants,food and beverage service,condition/comfort of airplanes and adherence to departure/arrival schedules.American Airlines' research provides feedback on _____ measurements.

What is the second step in the process for setting customer-defined standards?

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 their most recent Enterprise service encounter.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise is using _________ to determine whether performance meets standards.

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer and always smile and offer help whenever the customer appeared to need any.Mystery shoppers were used extensively to make sure the employees were adhering to the Smiling Service program.In terms of the process for developing service standards,the mystery shoppers were an example of:

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

What is the final step in the process for setting customer-defined standards?

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

In which of the step in the process for setting customer-defined standards would a company use a simple perception-action correlation matrix?

After determining that responsiveness was a major concern of customers,American Express conducted additional research to establish the exact number of days customers defined as responsive for the various company processes (e.g.,2 days for reissuing lost cards and 15 days for deciding on an application) .By conducting additional research,American Express was addressing which of the following steps in the process for developing customer-defined standards?

Canadian Airline did market research to determine the expectations of business travelers-its target market.It learned business travelers don't view air travel as a simple product but as a inconsistently performed sequential process that includes making reservations,checking-in,waiting,boarding,in-flight time,and baggage pick-up.Canadian Airline diagnosed that a problem existed with its:

A pharmacy that installs a computer system that automatically checks to see if a new prescription is compatible with other medication a customer is currently taking has used a one-time fix.