Question 1

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer and always smile and offer help whenever the customer appeared to need any.Mystery shoppers were used extensively to make sure the employees were adhering to the Smiling Service program.In terms of the process for developing service standards,the mystery shoppers were an example of:

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Question 2

Setting a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret,measure and achieve.

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Question 3

Companies that have been successful in delivering consistently high service quality do not have formal standards to guide employees.

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Question 4

Standardization of service behaviors and actions is inconsistent with employee empowerment.

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Question 5

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):

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Question 6

All of the following are important criteria for creation of appropriate service standards EXCEPT:

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Question 7

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

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Question 8

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

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Question 9

Because appropriate hard measurements are not always intuitive or obvious,the potential for counting or tracking an irrelevant aspect of operations is high.Thus,it is often desirable to link operational performance measures with _________ to be sure they are strongly correlated.

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Question 10

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

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Question 11

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer they see within 5 seconds and always smile and offer help whenever the customer appeared to need any.Employees were counseled,sent to training courses and terminated if they failed to follow these instructions.What mistake did Freddy's make when it instituted this program?

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Question 12

A medical clinic conducted a research study to determine the standard for patients' wait times in the reception area by having the patients note the time when they arrived on a sign-in sheet.As each patient went back to the examining room,the office manager noted the time on another sheet and then asked the patient five questions about his or her perceptions of the wait.The medical clinic conducted a _____ study to establish target levels for wait time standards.

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Question 13

Which of the following statements is a criterion for the creation of appropriate service standards?

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Question 14

"Improving skills among contact employees" is an effective customer-defined service standard.

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Question 15

Federal Express distributes a weekly Service Quality Indicator report comparing performance to goals on 12 different items.Upon receipt of the report,managers and contact personnel investigate root causes of service failures.By distributing a weekly Service Quality Indicator report and investigating service failures,Federal Express is addressing which of the following steps in the process for developing customer-defined standards?

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Question 16

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

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Question 17

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

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Question 18

A pharmacy that installs a computer system that automatically checks to see if a new prescription is compatible with other medication a customer is currently taking has used a one-time fix.

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Question 19

A customer's overall service quality evaluation is the accumulation of evaluations of multiple service experiences.

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Question 20

After determining that reliability was a major concern for its customers,a pest control company translated customer expectations into behaviors and actions for its monthly sprayings of homes and businesses.Having accomplished that,the pest control company needs next to:

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Quiz 9: Customer-Defined Service Standards