1. 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
2. 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
3. "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
4. 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