Customer Service Skills for Success Study Set 1

Business

Quiz 7 :

Service Breakdowns and Service Recovery

Quiz 7 :

Service Breakdowns and Service Recovery

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Service breakdowns do not occur in all industries.
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True False
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False

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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.
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True False
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True

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

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A good strategy when dealing with rude or inconsiderate customers is to remain professional.
True False
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The cost of acquiring new customers is less costly than the cost of retaining current ones.
True False
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To effectively serve an angry customer, the service provider must move beyond the emotions to discover the reason for his or her anger.
True False
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A key to successfully serving all types of customers is to stereotype them.
True False
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When using the emotion-reducing model, it is appropriate for the service provider to interrupt the customer and interject his or her own views.
True False
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Motivators that cause customers to seek out specific types of products or services are referred to as customer needs.
True False
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Talkative customers are not classified as difficult customers.
True False
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Internal customers with special requests can be classified as difficult customers.
True False
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Customer expectations can affect how service is delivered and perceived.
True False
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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.
True False
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The best way to deal with a service breakdown is to reflect upon it after it occurs.
True False
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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.
True False
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Dealing with internal customers may be more sensitive than your dealings with outsiders due to the ongoing nature of the relationship.
True False
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The more you know about behavioral style tendencies, the harder it is to deal with people in a variety of situations.
True False
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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.
True False
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People who challenge a service provider's ability to deliver service and who require special skills and patience are difficult customers.
True False
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The key to complaint resolution is that it is your perception of the situation, not the customer's, which counts.
True False
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