Question 1

To effectively serve an angry customer,one must move beyond the emotions to discover the reason for his or her anger.

Accepted Answer

A) True 
 B)False  True

Question 2

Failure to adhere to deadlines warrants a service recovery action by service providers.

Accepted Answer

A) True 
 B)False

Question 3

What are the six steps in the problem-solving model?

Accepted Answer

The six proven steps to problem solving ...

Question 4

_____ are things that customers typically desire but do not necessarily need.

Accepted Answer

A)   Expectations
B)   Wants
C)   Defections
D)   BreakdownsE) None of the above
F) B) and C)

Question 5

Motivational devices that cause customers to seek out specific types of products or services are referred to as customer needs.

Accepted Answer

A) True 
 B)False

Question 6

Identify the true statement of compensation from the following.

Accepted Answer

A)   Compensation should be provided only when a customer demands it.
B)   The value or degree of the compensation should equal the customer's loss only in terms of energy or frustration.
C)   The recovery should compensate only the original loss and need not necessarily give any additional value.
D)   Customers should feel that the organization has suffered an equal loss.E) None of the above
F) B) and D)

Question 7

The first step in the emotion-reducing model is to:

Accepted Answer

A)   apologize for the inconvenience, frustration, and mistreatment.
B)   offer alternatives to satiate the customer's needs.
C)   blatantly accommodate every wish of the customer.
D)   frame the problem resolution with customer-focused messages.E) A) and B)
F) A) and D)

Question 8

Which of the following is the final step in the problem-solving process?

Accepted Answer

A)   Evaluating the alternatives
B)   Knowing you made the right decision, yours
C)   Monitoring the results
D)   Analyzing the dataE) A) and B)
F) C) and D) C

Question 9

Which of the following tactics can be pursued to effectively handle dissatisfied or angry customers?

Accepted Answer

A)   Be positive and negotiate a solution
B)   Listen passively to the customer's grievances
C)   Have an argument prepared as a defense mechanism
D)   Reassure the customers through false promisesE) A) and B)
F) A) and C)

Question 10

Which of the following examples could lead to a service breakdown?

Accepted Answer

A)   Room service food was delivered at the appropriate time and temperature
B)   A manager prepares a report ready for distribution, on time
C)   A hotel room that is not ready past the stated check-in time
D)   The delivery of needed parts, ordered by a manufacturer, arrives on timeE) A) and D)
F) A) and C)

Question 11

The more you know about style tendencies,the harder it is to deal with people in a variety of situations.

Accepted Answer

A) True 
 B)False

Question 12

The principal thing to remember about complaint resolution is that it is your perception of the situation,not the customer's,that counts.

Accepted Answer

A) True 
 B)False

Question 13

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.

Accepted Answer

A) True 
 B)False

Question 14

Dealing with internal customers may be more sensitive than your dealings with outsiders.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is a good strategy for effectively handling demanding customers?

Accepted Answer

A)   Accommodate every wish of the customer
B)   Avoid addressing the customer using his or her name
C)   Retaliate verbally when the customer becomes unreasonable
D)   Be professional and respect the customerE) B) and D)
F) B) and C) D

Question 16

Which of the following is a good strategy for effectively handling rude or inconsiderate customers?

Accepted Answer

A)   Don't compromise even if needed
B)   Don't ask specific open-end questions
C)   Don't resort to retaliation
D)   Don't use closed-end questions to controlE) B) and C)
F) All of the above

Question 17

Which of the strategies should be adopted when a customer takes time to share a concern,complaint,or question?

Accepted Answer

A)   Redirect the complaint, concern, or query to your boss.
B)   Pretend to address the customer's grievances by giving them utmost importance.
C)   Take necessary actions to resolve the problem at your own convenience.
D)   Ensure that necessary follow-up actions begin once the transaction is completed.E) B) and C)
F) A) and D)

Question 18

Customer expectations can affect how service is delivered and perceived.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following steps in the service recovery process is the only way of finding out if a recovery effort is successful?

Accepted Answer

A)   While providing compensation
B)   While showing compassion
C)   While taking immediate action
D)   While conducting a follow-upE) B) and C)
F) None of the above

Question 20

The key to helping resolve any service breakdowns is to frame your problem resolution with customer-focused messages through use of the emotion-reducing model.

Accepted Answer

A) True 
 B)False

Exam 7: Service Breakdowns and Service Recovery

To effectively serve an angry customer,one must move beyond the emotions to discover the reason for his or her anger.

Correct AnswerverifiedTrue

Failure to adhere to deadlines warrants a service recovery action by service providers.

Correct AnswerverifiedShow Answer

What are the six steps in the problem-solving model?

Correct AnswerverifiedThe six proven steps to problem solving ...View AnswerShow Answer

_____ are things that customers typically desire but do not necessarily need.

Correct AnswerverifiedShow Answer

Motivational devices that cause customers to seek out specific types of products or services are referred to as customer needs.

Correct AnswerverifiedShow Answer

Identify the true statement of compensation from the following.

Correct AnswerverifiedShow Answer

The first step in the emotion-reducing model is to:

Correct AnswerverifiedShow Answer

Which of the following is the final step in the problem-solving process?

Correct AnswerverifiedC

Which of the following tactics can be pursued to effectively handle dissatisfied or angry customers?

Correct AnswerverifiedShow Answer

Which of the following examples could lead to a service breakdown?

Correct AnswerverifiedShow Answer

The more you know about style tendencies,the harder it is to deal with people in a variety of situations.

Correct AnswerverifiedShow Answer

The principal thing to remember about complaint resolution is that it is your perception of the situation,not the customer's,that counts.

Correct AnswerverifiedShow Answer

People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.

Correct AnswerverifiedShow Answer

Dealing with internal customers may be more sensitive than your dealings with outsiders.

Correct AnswerverifiedShow Answer

Which of the following is a good strategy for effectively handling demanding customers?

Correct AnswerverifiedD

Which of the following is a good strategy for effectively handling rude or inconsiderate customers?

Correct AnswerverifiedShow Answer

Which of the strategies should be adopted when a customer takes time to share a concern,complaint,or question?

Correct AnswerverifiedShow Answer

Customer expectations can affect how service is delivered and perceived.

Correct AnswerverifiedShow Answer

Which of the following steps in the service recovery process is the only way of finding out if a recovery effort is successful?

Correct AnswerverifiedShow Answer

The key to helping resolve any service breakdowns is to frame your problem resolution with customer-focused messages through use of the emotion-reducing model.

Correct AnswerverifiedShow Answer

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True

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The six proven steps to problem solving ...
View Answer

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C

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D

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