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Customer Service Attitude and Technique The Second Episode: The importance of the international service industry standard “RATER” and its countermeasures

Published on :  2021/05/14

 

    1) How many years have the international service standards RATER been widely applied?\n A) 3 years\n B) 5 years\n C) 7 years\n D) Over 10 years (correct answer)\n 2) How many industries are the international service standards RATER widely applied to?\n A) 3\n B) 5\n C) 7\n D) Over 10 (correct answer)\n 3) The international service standards RATER consists of five dimensions. What is the maximum score in each dimension?\n A) 3\n B) 5 (correct answer)\n C) 7\n D) 9\n 4) What does the new service concept UX measure?\n A) The five senses\n B) Money spent by customers\n C) Customer satisfaction (correct answer)\n D) Number of customers\n 5) There are four principles used by management to alleviate the stress of front line service workers. The first one is:\n A) Take it professionally, not personally (correct answer)\n B) Take it easy, don’t take it personally\n C) Leave it to the higher-ups, don’t take it personally\n D) Ignore the problem, don’t take it personally\n 6) There are four principles used by management to alleviate the stress of front line service workers. The second one is:\n E) The customers bear all the responsibilities\n F) Take it as group, not as individual (correct answer)\n G) Group preparation alone is sufficient\n H) Individual preparation alone is sufficient\n 7) There are four principles used by management to alleviate the stress of front line service workers. The third one is:\n E) Ignore complaints\n F) Complaints will be processed in the system\n G) Take it as chance of improvement, not problem (correct answer)\n H) Separate opportunity and treat\n 8) There are four principles used by management to alleviate the stress of front line service workers. The fourth one is:\n A) Treat stress as a game\n B) Ignore stress\n C) Be overwhelmed by stress\n D) Take it as a test (correct answer)\n 9) MNOPQR in management studies consists of six principles to deal with changes. What does the N represent?\n A) New Experience\n B) Neglecting\n C) Negotiations (correct answer)\n D) No treatment\n 10) MNOPQR in management studies consists of six principles to deal with changes. What does the M represent?\n A) Manipulation (correct answer)\n B) Money\n C) Meaning\n D) Memory\n

Updated on 2022/10/12

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