Chapter 4 Customer Service

Open Ended

Describe how planning and culture can influence the development of a customer service strategy.

Multiple Choice

Why is it important for organizations to develop a strategy for success?

• To ensure positive action and goal accomplishment

• To follow industry trends

• To increase competition among employees

• To reduce the need for planning

Multiple Choice

What is the main purpose of planning in customer service?

• To establish specific customer service goals

• To increase profits

• To reduce employee workload

• To improve infrastructure

Multiple Select

Which of the following are examples of high-touch customer service environments?

• Bank lobbies

• Online shopping

• Hotel lobbies

• Self-service kiosks

Multiple Choice

Which of the following is NOT an example of a low touch service?

• Automatic teller machines

• Express rental car checkout

• Personalized in-store shopping assistance

• Fast-food drive-up windows

Open Ended

Explain how consumption behavior can help organizations collect information about their customers.

Multiple Choice

Market segmentation involves dividing customers into groups with similar characteristics. What is the main benefit of segmenting customers for a business?

• It increases the number of customers

• It makes it easier to provide appropriate services

• It reduces the need for customer service

• It eliminates competition

Multiple Select

Select all that are sample customer service segments mentioned in the image.

• Types of service needed or desired

• Customer age groups

• Peak hour of your business and specific customers

• The amount of service desired

Open Ended

How does empowerment benefit customer service providers in assisting their customers?

Multiple Choice

What is the main difference between a vision statement and a mission statement in a business context?

• A vision statement describes long-term planning and future goals, while a mission statement explains the reasons for the organization's existence.

• A vision statement is focused on daily operations, while a mission statement is about future aspirations.

• A vision statement is only for internal use, while a mission statement is for customers.

• A vision statement is about financial goals, while a mission statement is about employee satisfaction.

Multiple Choice

How does empowerment benefit both supervisors and customer service providers?

• It allows supervisors to focus on more productive tasks while customer service providers handle issues quickly.

• It increases the workload for supervisors.

• It reduces customer satisfaction.

• It limits the decision-making ability of employees.

Open Ended

List and explain two ways organizations can empower their employees.

Multiple Select

Which of the following are benefits of employee empowerment?

• Increase customer satisfaction

• Assist employees in advancing their careers

• Employee loyalty is high

• Decrease innovation

Open Ended

What is coproduction in customer service, and why might customers be interested in participating in the process?

Multiple Choice

Which of the following is NOT an example of coproduction?

• Self-service copy shops

• Pay at the pump for gasoline

• Free beverage refills that you get yourself

• Ordering food from a waiter

Open Ended

Explain why customer participation is important for the success of coproduction.

Multiple Select

Which of the following techniques can help customers become better coproducers? Select all that apply.

• Ask telephone callers to be prepared

• Ignore customer feedback

• Repeat important information

• Train customers to be co producers

Open Ended

Reflecting on today's lesson about strategy and empowerment for success, what is one key takeaway you have about how planning and culture influence customer service strategies?

Multiple Choice

Which of the following is NOT a variable that must be considered when developing a customer service strategy?

• Planning

• Culture

• Consumption behaviour

• Product pricing