Answer to Question 1
Answer: FALSE
Answer to Question 2
Answer: What communication takes place and how it takes place can have a significant impact on a customer's satisfaction with the service and the likelihood of being a repeat customer. Managers in service organizations need to make sure that employees who interact with customers are communicating appropriately and effectively with those customers.
Managers must first recognize the three components in any service delivery process: the customer, the service organization, and the individual service provider. Each plays a role in whether communication is working. Although managers don't have a lot of control over what or how the customer communicates, they can influence the other two.
An organization with a strong service culture already values taking care of customersfinding out what their needs are, meeting those needs, and following up to make sure that their needs were met satisfactorily. Each of these activities involves communication.
Communication also is important to the individual service provider or contact employee. The quality of the interpersonal interaction between the customer and that contact employee does influence customer satisfaction, especially when the service encounter isn't up to expectations. People on the front line involved with those critical service encounters are often the first to hear about or notice service failures or breakdowns. They must decide how and what to communicate during these instances. Their ability to listen actively and communicate appropriately with the customer goes a long way in whether the situation is resolved to the customer's satisfaction or spirals out of control. Another important communication concern for the individual service provider is making sure that he or she has the information needed to deal with customers efficiently and effectively. If the service provider doesn't personally have the information, some way needs to be devised to get the information easily and promptly.
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