TEST CUSTOMER SERVICE ACADEMY CHAPTER 2

1. Service cultures include such things as policies and procedures

2. To remain competitive, organizations must continually monitor and evaluate their systems.

3. Advertising, service delivery, and complaint resolu tion are examples of customer-friendly systems.

4. To better face daily challenges and opportunities in the workplace, you should strive to increase your knowledge, build your skills, and improve your attitude

5. Some of the tools used by organizations to mea sure service culture include employee focus groups, mystery shoppers, and customer lotteries.

6. By determining the added value and results for me (AVARFM), you can develop more personal com commitment to service excellence.

7. Use of “they language to refer to management when dealing with customers helps demonstrate your commitment to your organization and its culture.

8. Communicating openly and effectively is one technique for working more cosely with customers.

9. Even though you depend on vendors and suppliers, they are not your customers

10. Business etiquette dictates that you should return all telephone calls within four hours.

11. Your job of serving a customer should end at the conclusion of a transaction so that you can switch your attention to new customers.

12. Customers want value for their money and effective, efficient service.