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Answers: SubordinatesSuppliersCo-workersSecurity personnelQuestion 25 3 out of 3 pointsAnalog Corp., a multinational software company, spends time and takes efforts to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in service delivery. In this case, Analog Corp. is most likely to be a(n) _____.Answers: customer-focused organizationoffshoring organizationcottage industryoutsourcing organizationQuestion 26 3 out of 3 points_____ refers to the products or services offered by an organization.Answers: Outsourcing
OffshoringDeliverableNetworkingQuestion 27 3 out of 3 points_____ refers to the relocation of business services by an organization from one country to another.Answers: OffshoringInsourcingDeregulationOutsourcingQuestion 28 3 out of 3 pointsB2B stands for ____.Answers: back-to-businessbrand-to-brandbrokering-to-businessbusiness-to-businessQuestion 29 3 out of 3 points_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization.Answers: MicromanagementEmpowermentCentralizationTotalitarianismQuestion 30 0 out of 3 points
_____ is defined as a group of processes in an organization that make service seamless to customers byensuring that things work properly and the customer is satisfied.Answers: Customer-friendly systemEmployee empowermentProduct developmentManagement information systemQuestion 31 3 out of 3 pointsWhich of the following characteristics is included in RUMBA?Answers: AbstractUnderstandableMeasurelessRigidQuestion 32 3 out of 3 pointsWhich of the following is a characteristic of organizations that are highly committed to customer service?Answers: They discourage employee empowerment.They readily accept status quo.They benchmark the successful practices of competitors.They restrict communication between frontline employees and all levels of management.Question 33 3 out of 3 pointsTo ensure the success of an organization's customer service, a service professional should:Answers: continually reevaluate what he/she does on a daily basis when dealing with customers.communicate the organization's internal policies, practices, or politics to customers.focus on attracting new customers rather than trying to retain existing customers.
always use "they" language when dealing with customers.Question 34 3 out of 3 pointsTo promote a positive service culture, customer service professionals should always _____.Answers: view vendors and suppliers as salespeople whose only purpose is to serve themfocus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customersbe well versed in the many facets of their organization and its operation, related industry topics, and the competitionuse "they" language when dealing with customersQuestion 35 0 out of 3 pointsThe first step a company should take in creating or redefining its service environment is to:Answers: decide where the company is now and where it needs to be in order to better serve customers.