21 Jun WHAT DOES HAVING AN ESCALATION POLICY MEAN FOR CUSTOMER SERVICE?
One Three to Öve 10 to 20 30 to 40 Question 2. 2. (TCO 4) What is one of the beneÖts of treating customers fairly to generate customer loyalty?(Points : 10) They will always refer 15 people to you. It will generate positive feelings. They will always put up positive reviews online. It will generate a sense of accomplishment. Question 3. 3. (TCO 1) Which of these core customer service competencies re×ects the notion that customer service employees need to seize opportunities to satisfy a customer request quickly?(Points : 10) Acceptance of ownership Ability to manage change Ability to manage knowledge Ability to communicate effectively Question 4. 4. (TCO 13) Which of these is not true of electronic customer service via websites?(Points : 10) Electronic customer service can produce frustrated customers. Electronic customer service can completely replace phone calls. Your company can end up with a failed website. Installing an electronic customer service solution can be costly. Question 5. 5. (TCO 2) Which one of these is not regarded as a potential turnoff to customers?(Points : 10) Advertised sales items not in stock Having to drive to the store High-pressure sales tactics Noisy shopping or service environments Question 6. 6. (TCO 3) Which of the following is not a best practice for phone conversations?(Points : 10) Speak clearly and distinctly Avoid “dead air” silence Keep callers on track Engage callers in personal conversation, no matter how long it takes Question 7. 7. (TCO 5) Which of these positive personality behaviors gives customers goodwill and moves them toward a positive experience?(Points : 10) Plant seeds for relationship building Compliment freely and sincerely Reassure customers in their decision to do business with you Pay attention to your dress and grooming Question 8. 8. (TCO 7) Which of the following listening tips can prevent you from “correcting” customers?(Points : 10) You should listen for more than just facts. You should be patient and defer disagreement. You should try counterattitudinal advocacy. You should solicit clariÖcation. Question 9. 9. (TCO 7) What does having an escalation policy mean for customer service?(Points : 10) Never talk about something until a customer does Always try to “one-up” the competition Know when managers need to be involved Giving a bigger refund than the sales price Question 10. 10. (TCO 2) What does the concept of service recovery mean?(Points : 10) Problem situations can be prevented entirely Customer loyalty is destroyed by any problem, even if resolved Customers can perform services for your business in exchange for goods Acknowledging and addressing complaints helps create loyalty Question 11. 11. (TCO 8) A customer has written a letter complaining about having her reservation cancelled at your hotel. Your hotel is named the Winter Sands Hotel, and she had a reservation for November 25th. The hotel features a spa, for which she also had reservations. The spa is not associated with your hotel management, and the spa reservation could not be cancelled. The customer had to drive to the appointment, and drive back home, since all the other hotels in the area were more expensive. Your management will offer her a 15% discount on a future stay, but needless to say, her letter was not relaxed — she was very upset, but civil. Draft a response to the letter that demonstrates your understanding of proper written communication techniques for addressing customer concerns. (Points : 25) Question 12. 12. (TCO 6) A female customer on a video conference says the following: “I’m calling about this purse that I bought at your outlet store. I really liked it but I noticed that there was a stain on the bottom. I went back to the store, and of course that was the only one there, but when I went up to the counter I couldn’t believe what happened! The woman at the counter took the purse, and my receipt, rang it as a return and then cut it to pieces right there in front of me! She said it’s your policy that imperfect merchandise can’t be sold, and must be destroyed. I did get the refund, but if I would have known that, I would have kept it. It was only a small stain and I really liked the purse, but she didn’t even give me a choice about what to do! Is that your policy, or was she just crazy? What are you going to do about this? You have other outlets somewhere, but now I don’t even have the stock number, and I can’t Ögure out how to Önd it online. It’s not on your website, but I was even looking at auction sites at this point. Is that really your policy? How can you waste all that money?It makes me want to not buy your products anymore. I’m sure that the planet doesn’t need you wrecking it with factories only to throw things away. Someone could have used that purse! I’m just very upset about the whole thing and the way that it was handled.” Indicate at what point you would have given her verbal or nonverbal feedback, and what form it would take. Then, paraphrase her response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response. (Points : 25)
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