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Customer Service Attitude and Technique The Eighth Episode: Establish a set of suitable service principles

 

    1) The service industry standards often change. Service providers can innovate through which of the following methods?\n A) Innovating based on past experience (correct answer)\n B) The managers are responsible for applying their own methods\n C) Let the customer take charge\n D) Simply avoid mistakes\n 2) An airline company allows children and elderlies on board first. Which principle is this an example of?\n A) general justice\n B) Social justice (correct answer)\n C) Monetary fairness\n D) Service fairness\n 3) An airline company allows first class passengers on board first. Which principle is this an example of?\n A) general justice\n B) Social justice\n C) Monetary fairness (correct answer)\n D) Service fairness\n 4) Queueing is a standard in the service industry to determine the order which the customers are taken care. What is this an example of?\n A) general justice (correct answer)\n B) Social justice\n C) Monetary fairness\n D) Service fairness\n 5) Which of the following should the return policy not take into account?\n A) Government regulations\n B) Industry requirements\n C) This is only applicable to high-end customers\n D) Societal culture (correct answer)\n 6) If the customers are very rude on the phone, the front-line worker should:\n A) Use the same language\n B) Treating the customer as the king\n C) Regularly improving current protocol (correct answer)\n D) Listen but do not respond\n 7) What is an example that the service industry provides surprises for the customers?\n A) Providing standard services\n B) The services which we could offer while the customers do not know (correct answer)\n C) Providing the service that the customer and the service industry expects\n D) Mandatory payments\n 8) According to psychologist, how long it takes for a front-line worker to form habit?\n A) 7 days\n B) 14 days\n C) 21 days (correct answer)\n D) A month\n 9) How many categories of personality traits are the 16 personalities (MBTI) based on?\n A) 8\n B) 6\n C) 4 (correct answer)\n D) 3\n 10) OCEAN, the personality classification proposed by Western psychologists, consists of how many elements?\n A) 5 (correct answer)\n B) 6\n C) 7\n D) 8\n 11) In corporate management, what is the core concept of the 7S Management method?\n A) Shared value (correct answer)\n B) Staff\n C) Strategy\n D) Structure\n

Updated on 2022/10/12

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