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Exam 9: Customer-Defined Service Standards

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Question 41

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The first step in delivering high service quality is:

A) Hiring the right people
B) Understanding customer requirements
C) Innovation
D) A service blueprint
E) Employee training

F) A) and B)
G) A) and C)

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Question 42

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Enterprise Rent-A-Car closely ties customer service to employee success.With a tracking system called the Enterprise Service Quality Index (ESQi) ,the company routinely follows up with customers by phone to determine their level of satisfaction with the company.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise uses a(n) _____ customer-defined standard.

A) Reactive
B) Proactive
C) Informal
D) Hard
E) Soft

F) B) and D)
G) B) and C)

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Question 43

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A vacuum cleaner repair shop that called recent customers to ask if the people who waited on them were friendly and courteous,if the cleaner had been clean when it was returned to them and if they had any trouble finding the new store is collecting feedback on _____ measurements.

A land surveyor will come out to your home,survey your property and draw you a plat showing you the shape of your land and how it looks in relation to land around it.The work is routine unless the deed for the property is over one hundred years old.One of the ways a surveyor determines what land belongs to you is by using old deeds.This becomes a complicated practice when the deed says "west from live oak tree" and "northeast 30 feet from Gray family cemetery".Often these landmarks,which were there 100 years ago,are long gone and no one remembers where exactly they were.Surveyors may differ by a couple of feet in their determination of where these landmarks used to be.This is an example of the difficulty involved in:

When the customers of Granite Rock expressed their desire for 24-hour availability of ground rock products from the quarry,the company responded by creating an ATM-like system and the Granite Xpress Card that allows customers to enter the quarry and select and receive ground rock products at any time of the day or night.Granite Rock addressed customer requests with a(n) :

The final step in the process for developing customer-defined standards is to:

Customer-defined standards should be established based on customer complaints and other forms of reactive feedback.

All of the following are important criteria for creation of appropriate service standards EXCEPT:

When translating abstract customer requirements into concrete behaviors and actions,the pertinent information should be gathered and interpreted by _________ to avoid the creation of company-defined standards rather than customer-defined standards.

The Bank of Charleston uses a Performance Measurement Program that links its most important customer-defined standards to tangible and measurable aspects of service provision and uses the feedback provided by this program to locate and improve service problems.What term should be used to describe the bank's Performance Measurement Program?

A customer's overall service quality evaluation is the accumulation of evaluations of multiple service experiences.

Which of the following statements is a criterion for the creation of appropriate service standards?

Which of the following is NOT an example of a hard measurement?

New management of the Falcons football team surveyed former season ticket holders to determine why they were no longer attending the games.As a result,it set "Clean and well-stocked restrooms" as one of its _____ customer-defined standards.

One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees.

What are the two types of research methods that can be used to document customers' opinions about whether service performance met standards?

Which of the following is NOT a technology substitution for personal contact and human effort?

Progressive Insurance examined insurance from the customers' viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies.Then the company crafted its service strategy around solving that problem.The company now has fleets of claim adjustors on the road every day,ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot.Progressive Insurance relies on _____ service standards.

Research has indicated service providers need to focus on the "back end" of the service encounter sequence.What does this mean for an airline?

New owners of the Atlanta Falcons wanted to increase attendance by giving customers what they wanted.After determining that family-oriented halftime shows were an important consideration for a large portion of its target market,the Falcons researched specific ideas such as fireworks displays,a battle of the bands featuring local high school bands,drawings for prizes and musical concerts.The additional research would have been done during which step of developing customer-defined standards?