What is meant by the term service breakdown? Define.
Service breakdown is when the customer does not receive what he or she was expecting from
a service provider.
What causes customers to become dissatisfied?
When needs are not
What are some things you can do as a customer service professional to project a positive
image to the customer?
Always think about your message, be open and warm to customers, use eye contact
properly, listen carefully and respond
What are some innate qualities or characteristics that make people unique?
Gender, color of skin, race, sexual orientation, height, weight, hair and eye color.
What external or societal factors are often used to group people t
Chapter 10 & 11 Review
1. Describe the global product form, explain why a company might adopt this form, and identify
the disadvantages of this structure.
Global product form is a division of a global company that is responsible
Express, Inc. is an American
fashion retailer that caters mainly
to young women and men.
The company is headquartered in
Express operates 641 stores in the
United States, Canada, and Puerto
What are behavioral styles?
Behavioral styles are observable tendencies that all people have in dealing with tasks or
What are four personality style categories discussed in this chapter?
Decisive, Inquisitive, Ra
Although I have never been at a Trader Joes, it sure sounds like a wonderful company to do
business with. Their main goal is to offer the best food at the lowest prices possible while
keeping customer satisfaction as hig
Mystery Shopper Exercise
GNC is a very well-known retailer when it comes to national supplements. GNC enjoys
revenue of $2.63 billion in the last year. I was assigned to visit GNC and purchase one of its
products. The store I visite
Coca Cola Case Study
Coca Cola is known worldwide, and theres a reason for that. The company spans back to
1886 with an illustrious history of high profits and responsible corporate responsibility. Coke is
known worldwide due to the
Chapter 1 Review Questions
1. What is service?
Service is the action of helping or doing work for someone in hopes to bring satisfactions
to that person and positive publicity for the establishment.
2. Describe some of the