13 Chapters
TEST-BANK for
Customer Service: Career Success Through Customer Loyalty
6th Edition
Author(s): Timm
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Sample Questions
  • Nordstrom department stores, which are well known for exceptional customer service, uses:
  • Some businesses offering exceptional convenience may be:
  • Chipolte's restaurants provide an example of A-plus information by telling customers exactly what is ...
  • Describe three or more businesses or industries that created convenience breakthroughs, historically.
  • Unfortunately, you cannot use packaging to enhance value when selling intangible products.
  • Advertisements that say "please allow 4 to 6 weeks for delivery" sound antiquated to customers who ...
  • The "second life cycle" of a recovered customer has the following advantage(s):
  • What do we mean by "once-and-done" service? Why is employee "ownership" of the problem necessary for ...
  • The "Influencer" model asserts that people will do new things (change behaviors) based on two ...
  • An example of a vital behavior might be "give great service."
  • Managing others requires special skills not every employee has.
  • It is usually necessary and appropriate to use internal company terminology such as SKU numbers ...
  • When trying to influence people to change behavior it is best to offer a tangible reward each time ...
  • When using "brainstorming" to generate creative service ideas, leaders should:
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