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WorksheetsCustomer Service Class
Total questions: 11
Worksheet time: 6mins
Who proposed Cognitive Dissonance?
Albert Ellis (1950)
James Bond (1907)
Leon Festinger (1957)
Thomas Addison ( 1860)
What is standardisation approach?
establishing a set of rules and procedures and being sure that they are implemented consistently.
it is a burger on the new tMc Donald’s menu
Colour code is used as standardisation
It is a number system
What are the five cues to access service?
Tangibility, Empathy, Responsiveness, openness, kindness
Tangibility, Empathy, Assurance, Responsiveness & Reliability
Thankfulness, Tangibility, Empathy, Responsiveness, openness & activity
Moral values, Tangibility, Empathy, Responsiveness, openness& kindness
What are the points to improve in retail service according to GAP model?
I) Knowledge Gap
II) Communication Gap
III) Standard Gap
IV) Delivery Gap
V) Open Gap
All of the above
I, II, III, IV
None of the above
III & IV
What are the components in service recovery?
I) Listening
II) Providing fair solution
III) Resolving quickly
IV) Talking to the customer
I, III, IV
I, II, III
All of the above
None Of the above
There are 2 types of customers:
I) Internal Customers
II) External Customers
True
False
What is empowerment in the context of customer services?
Allowing managers to make decisions
Allowing lowest level employees to make decisions
Wait for meeting
Do nothing about it
Benefits of empowerment to target employees in customer service?
I) Stimulates initiatives
II) Promotes Learning
III) Teaches Responsibilities
IV) Decision Making
All of the above
I, II
IV ONLY
I, II & III
Knowing what customer what is called?
Age Gap
Knowledge Gap
Moral Gap
Baby Gap
How to improve the quality of customer service?
Repetitive service
Open concept
When top management set a quality standard
Do a survey
Using technology is the best way to improve customer service?
True
False
Maybe
