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1 | |
Service cultures include such things as policies and procedures. |
| | A) | True |
| | B) | False |
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2 | |
To remain competitive, organizations must continually monitor and evaluate their systems. |
| | A) | True |
| | B) | False |
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3 | |
Advertising, service delivery, and complaint resolution are examples of customer-friendly systems. |
| | A) | True |
| | B) | False |
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4 | |
To better face daily challenges and opportunities in the workplace, you should strive to increase your knowledge, build your skills, and improve your attitude. |
| | A) | True |
| | B) | False |
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5 | |
Some of the tools used by organizations to measure service culture include employee focus groups, mystery shoppers, and customer lotteries. |
| | A) | True |
| | B) | False |
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6 | |
By determining the added value and results for me (AVARFM), you can develop more personal commitment to service excellence. |
| | A) | True |
| | B) | False |
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7 | |
Use of "they" language to refer to management when dealing with customers helps demonstrate your commitment to your organization and its culture. |
| | A) | True |
| | B) | False |
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8 | |
Communicating openly and effectively is one technique for working more closely with customers. |
| | A) | True |
| | B) | False |
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9 | |
Even though you depend on vendors and suppliers, they are not your customers. |
| | A) | True |
| | B) | False |
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10 | |
Business etiquette dictates that you should return all telephone calls within four hours. |
| | A) | True |
| | B) | False |
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11 | |
Your job of servicing a customer should end at the conclusion of a transaction so that you can switch your attention to new customers. |
| | A) | True |
| | B) | False |
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12 | |
Customers want value for their money and effective, efficient service. |
| | A) | True |
| | B) | False |
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