What refers to training and empowering frontline workers to solve a problem immediately?
A) just-in-time
B) poka-yoke
C) benchmarking
D) kaizen
E) service recovery
E
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Which of the following is good advice for writing a routine claim message?
a. Use a persuasive, forceful tone. b. Use the indirect approach. c. Assume the request will be granted. d. Use an accusatory tone.
When customer service performance measures are collected as random samples, how should the performance measures be evaluated?
a. The minimum value should be selected b. The maximum value should be selected c. They should be averaged d. Customer service performance measures should not be collected as random samples
Maximum rates of interest that are permitted under usury statutes are uniform from state to state
a. True b. False Indicate whether the statement is true or false
Of the three primary sources or concepts labeled by Schein, ______.
A. artifacts are what are first encountered B. espoused beliefs and values are the last to be encountered C. dependent on basic underlying assumptions D. all of these