Question 5 Conducting a service audit a. is usually done by an employee of the o

Question

Question 5 Conducting a service audit

a. is usually done by an employee of the organization

b. usually occurs approximately every 12 months

c. is an effective tool if you are trying to find out who is to blame for a service failure

d. is good for evaluating an individual or a team, but not for an entire operation

Question 6 The concept of continuous quality improvement

a. . recognizes that problems are normal and are a natural by-product of a service enterprise

b. recognizes that effective customer service requires a knee-jerk response to service problem solving

c. recognizes that when it comes to making changes there is typically little resistance from your service team as long as changes are well thought through by the manager

d. recognizes that creating a working COI program for service is a one-person job to help ensure that decision making is consistent

Question 7 "A customer will receive his or her entree' within 20 minutes of ordering." To what procedural element does this benchmark most closely relate?

a. Timeliness

b. Tact

c. Incremental flow

d. Accommodation

Question 8 Accommodation includes:

a. All of the sections are correct

b. Trying to say "yes"

c. Granting special requests

d. Creating flexible systems that favor the customer

Explanation / Answer

1. Conducting a service audit is usually done by an employee of the organisation , it can be done internally by the employee of the organization for further improvement of their services.

2. Concept of continious quality improvement recognizes that effective customer service require a knee- jerk response to service problem solving ,

3. A customer will receive his or her entree , within 20 minutes of ordering ,Timeliness is the procedural element this benchmark most closely relate as timeliness is related to quickness and promptness etc.

4. Accommodation include granting special reaquest , as accomodation means convinenet arrangement, or settlement.

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