Answers Subordinates Suppliers Co workers Security personnel Question 25 3 out

Answers subordinates suppliers co workers security

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Answers: Subordinates Suppliers Co-workers Security personnel Question 25 3 out of 3 points Analog 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 organization offshoring organization cottage industry outsourcing organization Question 26 3 out of 3 points _____ refers to the products or services offered by an organization. Answers: Outsourcing
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Offshoring Deliverable Networking Question 27 3 out of 3 points _____ refers to the relocation of business services by an organization from one country to another. Answers: Offshoring Insourcing Deregulation Outsourcing Question 28 3 out of 3 points B2B stands for ____. Answers: back-to-business brand-to-brand brokering-to-business business-to-business Question 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: Micromanagement Empowerment Centralization Totalitarianism Question 30 0 out of 3 points
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_____ is defined as a group of processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied. Answers: Customer-friendly system Employee empowerment Product development Management information system Question 31 3 out of 3 points Which of the following characteristics is included in RUMBA? Answers: Abstract Understandable Measureless Rigid Question 32 3 out of 3 points Which 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 points To 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.
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always use "they" language when dealing with customers. Question 34 3 out of 3 points To promote a positive service culture, customer service professionals should always _____. Answers: view vendors and suppliers as salespeople whose only purpose is to serve them focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers be well versed in the many facets of their organization and its operation, related industry topics, and the competition use "they" language when dealing with customers Question 35 0 out of 3 points The 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.
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