HSC Chapter 5_revision quizziz on 3 Feb

Identify the primary purpose of service recovery program.

• have customer to spread ripple effects

• return customer-provider relationship to its normal state

• tell customers that they are the provider's most important assets

• to offer compensation to customers

Service recovery (a)   is a phenomenon where you feel a higher level of satisfaction towards a company after a successful service recovery, compared to the level of satisfaction you would have felt if you never faced any problem in the first place.

Identify the service breakdown as described: "There is too much bureaucracy and red tape to go through, such a hassle and time-consuming. "

• Breach of confidentiality

• Inefficient systems

• Lack of training

• Company Policy

Identify the service breakdown as described; " Staff feels superior to the customers and they instantly shut out the customers' problems and suggestions. "

• Poor service attitude

• Discourtesy

• Uncooperative colleagues

• Condescending attitude

Identify the service breakdown in the scenario. The IKEA marketing executive sent out next month's promotion catalogue via email and placed all the customers' email addresses in the Carbon-copy (CC) field.

• Faulty products

• Lack of training

• Breach of Confidentiality

• Company Policy

At 4.45pm, a customer walked into the retail shop. The service provider said "Good evening Ma'am. I just want to let you know we close at 5pm sharp!" Identify the cause of service breakdown in this scenario.

• Poor service attitude

• Discourtesy

• Condescending attitude

• Company policy

Which one of the following steps in service recovery procedures requires a display of sensitivity and tact when the service representative is handling a customer's complaint?

• Listen for facts

• Show empathy

• Expedite solutions

• Follow through

Which of the following helps to build resilience at work? (select all that applies)

• Keep a realistic perspective

• Make a drama out of crisis

• Blame others for the issues

• Nurture a positive view of yourself

• Celebrate successes

Hotel ABC awards incentive points to their employees who gather feedback from customers. Such (a)   complaints lead to Hotel ABC achieving win-win outcomes when handling service challenges.

Hotel XYZ opens up their customer feedback database and makes customer feedback available to every staff in the hotel. Staff can then analyse the feedback and suggest more possible solutions. This is an example of

• Own the complaint

• Win-Win complaints

• Complaints made easy

• Socialise complaints