Service Quiz

1.	Your customers are about as happy as your employees are.	True False
2.	It is important to have clearly defined service standards or guidelines.	True False
3.	Everyone has a different definition of what good service means.	True False
4.	You can't make an employee happy or enthusiastic.	True False
5.	Employee Suggestion Programs are a critical component of service delivery.	True False
6.	Ongoing customer service training programs ensure better service.	True False
7.	Rapid growth in an organization can negatively impact service delivery.	True False
8.	A commitment to service excellence must come from the top down.	True False
9.	Everybody at your organization is serving a customer.	True False
10.	You can find three ways to improve service delivery today without any training.	True False
11.	It is important to have policies, systems & a procedures manual.	True False
12.	Complaints can be good for business.	True False
13.	Communication can either make or break a service transaction.	True False
14.	When you are at work-to the customer, you are the company.	True False
15.	A mission statement should be evaluated & supported by corporate values.	True False
16.	To have service credibility managers & supervisors need to model service skills.	True False
17.	Your organization has no competition.	True False
18.	Likeable people are perceived as delivering better service.	True False
19.	Everybody at work has a reputation when it comes to the service they deliver.	True False
20.	A Service Recovery Plan identifies the steps to take when there is a complaint.	True False
21.	Being a team player is important in the delivery of customer service.	True False
22.	Regardless of our internal departments, we all have a customer.	True False
23.	Good customer service often start with hiring practices.	True False
24.	A part of customer service involves keeping marketing promises.	True False
25.	If 9% of your customers are unhappy your are doing OK as a business.	True False
26.	About 75% of complaints will not be heard by top management.	True False
27.	It is important that services that are outsourced are trained in service skills.	True False
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