When problems come to the attention of a service provider within an organization, one of two things normally occur:

The service provider solves the problem

The service provider seeks help to solve the problem

False

True

Question 32

1 pts

As a service provider, it is important to remember that you are part of a service quality team, and that you need to work with others to make the team efficient and effective. Ignoring the team and acting on your own may cause friction, frustration, anger, or hostility among team members, resulting in inefficiency and ineffectiveness.

False

O True

Question 34 One of the best methods of finding out whether or not your customer service initiatives are working is by asking your:

competitors

.management staff

sales staff

customers

Question 34

1 pts

If you say the following to a customer, they may consider it a put down: "You need to trust me on this because you're new at buying a computer."

False

True

Question 35

What is feedback?

O The degree of customer satisfaction

Viable and proactive customer service initiatives.

O Information provided by customers about an organization's sales and service cycles.

Ongoing maintenance of service levels.