INVEST - Customer Service

Audrey is an internal customer at her company because she

• purchases company products for her own use.

• uses the output from the information technology group.

• recommends that friends and family members purchase from the company.

• purchases company products in the store rather than online.

The most important reason that dissatisfied customers are so significant is that they

• usually ask for a refund.

• tend to not become a repeat customer.

• tell many other people about their dissatisfaction.

• fill consumer satisfaction surveys with exaggerated, negative comments.

Pierre, an assistant hotel manager at an upscale hotel, decides to provide a "wow" experience to a newlywed couple staying at the hotel. Which one of the following actions by Pierre would most likely deliver the "wow" experience to the couple?

• Place a surcharge of $150 for having stayed in the honeymoon suite.

• Send the couple a tweet, asking them how they have enjoyed married life so far.

• Offer the couple a five percent discount providing this is the first marriage for each of them

• Deliver the couple a framed photo of the two of them kissing while checking into the hotel.

In terms of dealing with a customer problem, a worker with tendencies toward service-oriented organizational citizenship behavior, is likely to

• go beyond ordinary expectations to solve the problem.

• carefully follow company procedures in resolving the problem.

• ask a coworker to take responsibility for the problem.

• convince the customer that the problem is not serious.

A study found that when customer service workers receive emotional support from coworkers, they

• have the courage to be rude to customers.

• provide better service to customers.

• have a lower customer-service orientation.

• lower their organizational citizenship behavior

The way to add value for customers is to

• Reduce the price of goods.

• provide training for using the product or service.

• offer a discount for future purchases.

• satisfy their needs.

Lauren, a customer service technician at a hotel knows she is empowered when she has the authority to

• tell a dissatisfied customer to go online to learn how to operate the Jacuzzi.

• tell the customer please wait in the customer lounge for an hour.

• explain more clearly the problem with his or her Jacuzzi

• grant $500 in service coupons to a dissatisfied customer.

Empowerment often improves customer service because.

• customer service workers have the authority to refer problems to higher management.

• managers have more time to work with customers.

• employees have the authority to resolve customer problems.

• more employees work in customer service positions.

Which of the following problems is said to be the major reason for lost business?

• poor product knowledge

• rude treatment of customers

• poor product quality

• over-attentive customer-contact workers

Rudeness toward customers is sometimes a form of hostility because rudeness

• often stems from anger.

• is usually triggered by anger from customers.

• usually takes the form of teasing the customer.

• is displayed primarily by sales associates with a personality disorder.