Deck 7: Service Breakdowns and Service Recovery

Question 1

Service breakdowns do not occur in all industries.

Answer 1

False

Question 2

A demanding customer may feel a need to be or stay in control, especially if he or she has felt out of control in the past.

Answer 2

True

Question 3

When a product or service fails to meet what the customer wants or needs, dissatisfaction and frustration can result.

Answer 3

True

Question 4

A good strategy when dealing with rude or inconsiderate customers is to remain professional.

Question 5

The cost of acquiring new customers is less costly than the cost of retaining current ones.

Question 6

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

Question 7

A key to successfully serving all types of customers is to stereotype them.

Question 8

When using the emotion-reducing model, it is appropriate for the service provider to interrupt the customer and interject his or her own views.

Question 9

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

Question 10

Talkative customers are not classified as difficult customers.

Question 11

Internal customers with special requests can be classified as difficult customers.

Question 12

Customer expectations can affect how service is delivered and perceived.

Question 13

Customers often take their business to competitors if they feel they have received poor service and complacency, inappropriate complaint resolution, or unmet needs from one's company.

Question 14

The best way to deal with a service breakdown is to reflect upon it after it occurs.

Question 15

To prevent or at least reduce the possibility of breakdowns with your internal customers, you should honor all commitments and promises to your internal customers.

Question 16

Dealing with internal customers may be more sensitive than your dealings with outsiders due to the ongoing nature of the relationship.

Question 17

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

Question 18

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

Question 19

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

Question 20

The key to complaint resolution is that it is your perception of the situation, not the customer's, which counts.

Question 21

You can win the customer over by ________.

A) working without the help of the customer to solve the problem
B) telling the customer to go somewhere else while you handle it
C) letting someone else handle it to save your time
D) using a people-centered approach to problem analysis and problems solving

Question 22

Which of the following work habits help build a good working relationship with internal customers?

A) Pitch in to help when you have spare time and your co-workers need any assistance.
B) Unload personal problems with co-workers to make yourself feel better.
C) Ensure you forward your calls all the time, regardless of your presence at work.
D) Never hesitate to tweak the truth if your work ethics are being questioned.

Question 23

People who have difficulty making a decision or making a selection when given choices of products or services are ________.

A) domineering customers
B) indecisive customers
C) dissatisfied customers
D) inconsiderate customers

Question 24

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

Question 25

Once a customer transaction is completed, there is never any further follow-up required.

Question 26

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

A) Don't compromise, even if needed.
B) Don't make direct eye contact.
C) Don't resort to retaliation.
D) Don't maintain decorum.

Question 27

Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving?

A) Always sympathize with the customer just to make them feel better.
B) Refrain from going the extra mile to provide exemplary service.
C) Give in to the whim and request of every customer.
D) Think like the customer and act accordingly.

Question 28

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

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 customer.

Question 29

Which of the following tactics is best to effectively handle dissatisfied or angry customers?

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 promises.

Question 30

The first step to helping resolve any service breakdown is to ________.

A) apologize emotionally for the inconvenience, frustration, and mistreatment
B) offer numerous alternatives to satiate the customer's needs
C) immediately accommodate every wish of the customer
D) frame your problem resolution with customer-focused messages through use of the emotion-reducing model

Question 31

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

A) Expectations
B) Wants
C) Defections
D) Breakdowns

Question 32

The U.S. Small Business Administration suggests that businesses take specific actions to prepare for potential disaster situations.

Question 33

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

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 is not ready past the stated check-in time.
D) The delivery of needed parts, ordered by a manufacturer, arrives on time.

Question 34

Which of the following characteristics best defines talkative customers?

A) Customers exhibiting extroverted behavior and who are very people-oriented.
B) Customers who take pleasure in being obstinate and contrary when dealing with service providers.
C) Customers who seem to have their own agenda without concern for the feelings of others.
D) Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.

Question 35

A customer who rarely volunteers feelings and asks "why" questions demonstrates characteristics of the ________ behavioral style.

A) expressive
B) decisive
C) inquisitive
D) rational

Question 36

Before you can get a customer to calm down and listen, you must first ________.

A) call your manager to take over
B) listen passively to the customer's grievances
C) deal with the customer's emotional state
D) raise your voice to get his or her attention before you start

Question 37

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

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 only when it is most convenient for you.
D) Ensure that necessary follow-up actions begin once the transaction is completed.

Question 38

Which of the following is a benefit of exceeding customer expectations?

A) Increase in competition
B) Goodwill and positive publicity
C) Increase in domineering customers
D) Customer defection

Question 39

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service.

Question 40

The first key step in the problem-solving process is to identify the alternatives.

Question 41

In order to be prepared for a potential disaster, businesses should ________.

A) make customers responsible for their contingency plans
B) avoid storing vital information and data on the cloud
C) wait until a natural disaster strikes to see how employees react
D) create a preparedness program for the business

Question 42

List any five possible strategies to effectively handle dissatisfied customers.

Question 43

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

A) Evaluating the alternatives
B) Knowing you made the right decision
C) Monitoring the results
D) Analyzing the data

Question 44

Which of the following best defines prohibitions?

A) Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.
B) Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, unavailability of products, or inability to perform as requested.
C) A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations.
D) The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.

Question 45

How would one demonstrate empathy during problem resolution with a customer if they are prohibited from helping the customer?

Question 46

What are the five phases to the service recovery process?

Question 47

The first phase in the service recovery process is to ________.

A) provide compensation
B) apologize
C) take immediate action
D) show compassion

Question 48

Which of the following statements about compensation is true?

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.

Question 49

When a company provides what is promised, dependably and with quality, it is considered to be ________.

A) attentive
B) resourceful
C) seamless
D) trustworthy

Question 50

When a company provides caring, personalized attention to customers, recognizing both their human and business needs, it is considered to be ________.

A) attentive
B) resourceful
C) seamless
D) trustworthy

Question 51

List any five work behaviors to adopt that can build internal relationships.

Question 52

Which step in the service recovery process allows the service provider to find out if a recovery effort is successful?

A) Providing compensation
B) Showing compassion
C) Taking immediate action
D) Conducting a follow-up

Question 53

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

Question 54

Which of the following statements about the problem-solving model is true?

A) Customers rarely have a solution in mind to offer when they seek to redress their grievances.
B) Customers always know how to explain their problem well.
C) Customers never want someone to be responsible.
D) Customers often feel ownership for the solution when a problem is solved jointly.

Question 55

Peter, a customer-care executive of Homefort Inc., an electronics company, adopts the problem-solving process to find a solution to a complaint he received from a customer regarding a nonfunctioning microwave. After identifying the problem, what should Peter do next?

A) Make a decision and then reflect on it.
B) Evaluate the alternatives.
C) Identify the alternatives.
D) Compile and analyze the data.