1. Progressive Insurance examined insurance from the customers' viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies. Then the company crafted its service strategy around solving that problem. The company now has fleets of claim adjustors on the road every day, ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot. Progressive Insurance relies on _____ service standards.
A. Company-defined
B. Competitor-focused
C. Customer-defined
D. Cost-focused
E. Service provider-defined
2. One of the Four Seasons Hotel's customer-defined standards is "staff will speak to guests in an attentive, natural, and courteous manner. This is an example of a(n) ________ customer-defined standard.
A. Responsive
B. Intangible
C. Informal
D. Measurable
E. Soft
3. Which of the following is an example of a specific behavior or action that defines the performance expected by customers?
A. Cost estimate is price customer pays
B. Fixes the product right the first time
C. Delivers the product on the promised date
D. Greets customers within 5 minutes of entering the store
E. All of the above