1. Personal dimensions suggest elements that can be used in effectively
a. relating to systems provided by management to be used by service providers in providing effective service
b. relating to customers as people
c. utilizing service scripts created by management for use by service providers
d. charting data on customers
2. In the ranking of service priorities
a. not all of the components are of equal importance
b. all of the components are of equal importance
c. the components cannot be ranked in terms of individual importance
d. communication always ranks as the most important element
3. Effective customer feedback programs
a. recognize that going out and asking unsolicited questions about specific customer likes and dislikes is important in providing excellent service.
b. recognize that "no customer complaints" suggests that the operation is working well and without major problems and or issues.
c. recognize that it is not generally a good idea to ask non-complaining customers if everything is all right. This is because asking may turn satisfied customers into complaining customers.
d. recognize that complaining customers need attention and follow up while they are in the establishment. However, it is not a generally advisable to make promises as to what will be done in the future thereby demonstrating action that you are responsive because you do not want to commit the organization to some future course and or policy.
4. In demonstrating that you respond to a customer’s complaint:
a. You could respond on the spot and thereby fix the issue right there and then.
b. You should almost never respond on the spot. Customers receive a higher level of service if the service provider has an opportunity to think about the situation and or discuss it with his or her supervisor.
c. You could respond on the spot as long as 1) the service provider consults with a supervisor who then 2) consults with a manager to make the decision and 3) the manager (who has the most authority) then tells the customer how the issue will be solved. This concept is referred to as the three steps of responding to a customer.
d. You could respond on the spot as long as the service provider gets a supervisor to make the decision and tell the customer how the issue will be solved.