CS&M R2

How does effective customer service impact employee retention?

• It creates a competitive work environment

• It boosts employee retention by creating a positive work atmosphere

• It reduces the need for training 

• It leads to more employee complaints

If the company has a customer service department, what can be done to develop and retain the quality staff needed for front-line positions in customer service?

• Limit employee feedback opportunities
• Implement training programs, competitive salaries, positive work environment, career advancement opportunities, and employee feedback.
• Reduce staff training programs
• Increase workload without support

a benefit of the flat organizational structure is

• limited employee autonomy and creativity
• increased hierarchy and bureaucracy
• faster decision-making and improved communication
• slower decision-making and less communication

a benefit of the circular organization structure is

• limited decision-making power
• increased hierarchy and bureaucracy
• reduced team accountability
• enhanced communication and collaboration

a drawback of the flat organization structure is

• enhanced employee autonomy
• increased decision-making speed
• clear communication of roles
• confusion regarding roles and responsibilities

Which of the following is an outcome of effective internal communication within a company?

• Delayed decision-making

• fast decision-making

• Increased employee turnover

• higher operational cost

Building good relations with the company’s various publics by obtaining favorable publicity, building up a good corporate image and handling unfavorable rumors, stories and events is the definition of

• Public relations

• Advertisement

• Branding

• Marketing

Why is improving the service after a problem important in-service recovery?

• To ensure the customer never notices the mistake 

• To prevent the same issue from recurring in the future

• To avoid future customer feedback

• To increase the number of customer complaints

All of the following are market boundaries except

• Brand loyalty
• geographical boundary

• demographical boundary

• Time boundary