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Multiple Choice Quiz
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1

______ occurs when an organization or service provider is able to solve a customer's problem.
A)A "customer save"
B)Customer retribution
C)Super service
D)Service recovery
2

Whenever a product or service delivered fails to meet customer expectations _________ occurs.
A)customer heartache
B)service breakdowns
C)apathy
D)competitive advantage
3

Which of the following is not one of the three categories of factors that can lead to failure to meet customer expectations?
A)Organizational
B)Employee
C)Environmental
D)Customer
4

Which of the following is not an example of an organizational factor than can lead to customer dissatisfaction?
A)Human resources
B)Processes and programs
C)Internal communications
D)Competitive strategy
5

Which of the following is not one of the employee-related elements that can affect meeting customer expectations?
A)Knowledge
B)Attitude
C)Cultural background
D)Technical skills
6

Customers generally defect for all of the following reasons except ________.
A)Complacency
B)Inappropriate complaint resolution
C)Discounts
D)Unmet needs
7

Which of the following is not an effective strategy for preventing customer dissatisfaction?
A)Thinking like a customer
B)Respecting the customer
C)Pampering the customer
D)Meeting expectations
8

Which of the following is not one of the five phases in the service recovery process?
A)Apologize, apologize, apologize
B)Act as soon as possible
C)Show compassion
D)Conduct follow-up
9

Which of the following is one of the principal reasons why people do not complain when service fails to meet expectations?
A)Not worth their time
B)Would not do any good
C)Do not know how or where to complain
D)Other things take priority
10

Which of the following is not a roadblock to service recovery?
A)Listening to the customer
B)Poor or inadequate communication
C)Outdated materials or equipment
D)Lack of training





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