From a customer's perspective, what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?
What will be an ideal response?
Customers expect service employees to have a broad general knowledge of products and service; interpersonal communication skills; technical expertise related to products sold and serviced; customer-focused "can do" attitude; initiative; motivation; integrity; loyalty to the organization, products, and customers; team spirit; creativity; sound ethics; time management skills; problem-solving capability; and conflict resolution skills. If the service employee fails to possess or exhibit any or all of these factors, the result could be a breakdown in the relationship between the employee and the customer, with ultimately negative repercussions.
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Suppliers who are better at handling emergencies, product recalls, and inquiries are most likely to be differentiated based on their ________
A) innovativeness B) thoroughness C) resilience D) insensitivity E) reliability
A service department provides specific functional tasks for other internal units. Which of the following activities would not be engaged in by a service department?
a. purchasing b. warehousing c. distributing d. manufacturing
Yield management is ______.
A. also called profit management B. a variable pricing strategy that enables service companies to control their inventory C. a technique to check how much demand yields to changes in price D. a technique to check how much supply yields to changes in price
Pamela applies for a life insurance policy with Forever Young Insurance Company. When completing the application form about past surgeries, Pamela forgot about a past outpatient surgery when she had an infected hang-nail removed and her toe treated. One year after issuing the policy, Pamela died suddenly from a brain aneurysm. Forever Young denies payment under the policy based on
misrepresentation. If Pamela's sister, Paula, sues Forever Young, she will most likely a. win, because once an application has been accepted, an insurer may not use a misrepresentation on the application to avoid liability. b. win, because Pamela's misrepresentation was not a material fact and did not increase Forever Young's risk in insuring Pamela's life. c. lose, because Pamela's application contained a misrepresentation of material fact. d. lose, because an insurer can always use any misrepresentation on an application to avoid paying.