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Exam 9: Customer-Defined Service Standards

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Question 21

True/False

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Customer-defined standards should be established based on customer complaints and other forms of reactive feedback.

A) True
B) False

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Question 22

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The final step in the process for developing customer-defined standards is to:

A) Provide feedback about performance to employees
B) Periodically update target levels and measures
C) Track measures against standards
D) Provide feedback about performance to customers
E) Establish measures and target levels

F) A) and E)
G) None of the above

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Question 23

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A land surveyor will come out to your home,survey your property and draw you a plat showing you the shape of your land and how it looks in relation to land around it.The work is routine unless the deed for the property is over one hundred years old.One of the ways a surveyor determines what land belongs to you is by using old deeds.This becomes a complicated practice when the deed says "west from live oak tree" and "northeast 30 feet from Gray family cemetery." Often these landmarks,which were there 100 years ago,are long gone and no one remembers where exactly they were.Surveyors may differ by a couple of feet in their determination of where these landmarks used to be.This is an example of the difficulty involved in:

American Airlines conducts ongoing in-flight surveys to assess passengers' perceptions of the ticket buying process,gate agents,flight attendants,food and beverage service,condition/comfort of airplanes and adherence to departure/arrival schedules.American Airlines' research provides feedback on _____ measurements.

The two research methods used to document customers' opinions about whether service performance met the standards established are benchmarking and critical incident surveys.

Which of the following research methods provides feedback on soft measures?

Which of the following measurement research methods can document customers' opinions about whether performance met the standards established?

"Answering questions promptly" would be an example of a hard customer-defined standard.

New management of the Falcons football team surveyed former season ticket holder to determine why they were no longer attending the games.As a result,it set "Clean and well-stocked restrooms" as one of its _____ customer-defined standards.

The first step in delivering high service quality is:

When a customer enters John Robert's Spa,which has a reputation for extraordinary service,some of the _________ expected of employees are,"greet the client enthusiastically within 8 to 10 seconds," "confirm the client's appointment," and "offer to provide a refreshment."

Enterprise Rent-A-Car closely ties customer service to employee success.With a tracking system called the Enterprise Service Quality Index (ESQi) ,the company routinely follows up with customers by phone to determine their level of satisfaction with their most recent Enterprise service encounter.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise is using_________ to determine whether performance meets standards.

Which of the following is NOT a technology substitution for personal contact and human effort?

Which of the following is NOT an example of a hard measurement?

"Having more room in your airplane seat" would be an example of a soft customer-defined standard.

Virtually all companies possess standards and measures that are company defined.

Standardization of services in the form of ______________ is exemplified by maid services by Molly Maids as well as routinized tax services developed by H&R Block.

American Express's "Service Tracking Report" systematically measures both customer satisfaction and employee performance worldwide.Compiled on a monthly basis,the document uses statistics to measure the performance of business units throughout the world against more than 100 service quality factors related to their customers' three major service dimensions-responsiveness,timeliness and accuracy.American Express's "Service Tracking Report" is a(n) :

When a local Taco Bell extended its operating hours on Friday and Saturday nights to 24-hour service to satisfy its college market,it was instituting a(n) :

When translating abstract customer requirements into concrete behaviors and actions,the pertinent information should be gathered and interpreted by _________ to avoid the creation of company-defined standards rather than customer-defined standards.