1. Which service management assessment element does the following definition indicate? “The amount of time and ways for management to respond to customer problems, complaints, or satisfactions.”
a. Response to customers
b. Customer feedback
c. Service provider feedback
d. Continuous quality improvement
2. To help ensure a viable continuous quality improvement atmosphere in an organziational environment, the desired frequency for organizing and conducting continuous quality improvement (CQI) activities is?
a. At least twice each year
b. At least once each year
c. At least once every two months
d. At least monthly
3. In obtaining measurable feedback,
a. experts recommend that service providers be specific in their questioning to allow customers to comment specifically on something that the service provider may have noticed. An example of specific questioning: "We were delighted to have you here as our guest, however the housekeeper noticed that you never used any of the pillows provided in the room. Is there something that we should note about your pillow preferences?"
b. experts recommend that service providers be general in their questioning to allow customers to feel free to comment on anything they choose. An example of general questioning: "We were delighted to have you here as our guest. was everything all right with your stay?"
c. experts recommend that service providers be available, but not ask if everything was all right with the guest's experience. To do so turns satisfied guests into complainers
d. experts recommend that service providers not try to develop personal relationships with guests by knowing names and preferences. Guests expect professional service but feel uncomfortable when service providers try to establish personal relationships
4. When done correctly, the responsibility for maintaining continuous quality improvement lies appropriately with the
a. employees who live and perform customer service every day
b. CEO
c. general manager
d. supervisors