36 Questions
What is the primary focus of hard customer-defined standards?
Behaviors or actions that can be observed through audits
Which step in the process for setting customer-defined standards involves translating customer expectations into behaviors/actions?
Determining appropriate standards
What distinguishes soft customer-defined standards from hard customer-defined standards?
They are opinion-based
What is the purpose of providing feedback about performance to employees in the context of service standards?
Improving employee performance based on performance feedback
Which type of standard focuses on behaviors or actions that can be observed through audits?
Hard customer-defined standards
In the process for setting customer-defined standards, what is the role of developing measurements for standards?
Creating tools to gauge performance against the standards
What is the primary objective of the sample core standards at the Four Seasons Hotel in relation to hotel arrival?
To provide a warm welcome and ensure all details are well tended for all guests
What is the role of the doorman (first-contact employee) according to the sample core standards at the Four Seasons Hotel?
To actively greet guests, make eye contact, and speak clearly in a friendly manner
What is the maximum time limit set for guests waiting in line at the reception desk as per the sample core standards?
30 seconds
Which of the following is NOT part of the welcome procedure described in the sample core standards at the Four Seasons Hotel?
Speaking in multiple languages to welcome guests
What does the sample core standard imply about the staff's awareness of arriving vehicles?
They should move towards arriving vehicles actively
In what manner should guests be welcomed at the curbside according to the sample core standards?
"Welcome" and "Four Seasons" with directions to the reception desk
What type of surveys are used to update target levels and measures according to the text?
Transaction-based surveys
In the context of customer expectations, what does the term 'Tangibles' refer to?
Physical facilities and equipment
What is the key focus when developing service performance indexes as mentioned in the text?
How customers weigh different service requirements
What approach did Four Seasons Hotel adopt in adapting service standards globally or locally?
Permitting exceptions based on local sense
What is the main purpose of the Importance/Performance Matrix mentioned in the text?
Identifying and solving service problems
What does the term 'SERVQUAL surveys' refer to in the context of customer-defined service standards?
Surveys measuring customer service attributes
What is the primary difference between company-defined and customer-defined service standards?
Company-defined standards are generic, while customer-defined standards are specific and based on customer expectations.
What is the significance of the doorman in the sample core standards at the Four Seasons Hotel?
The doorman ensures all guests have a hassle-free arrival experience.
How does the staff at the Four Seasons Hotel demonstrate awareness of arriving vehicles according to the sample core standards?
By moving toward arriving vehicles and opening doors within 30 seconds.
What is the objective of the hotel arrival mission described in the sample core standards at Four Seasons Hotel?
To ensure all guests feel welcome and have a hassle-free arrival experience.
Which statement best describes the core focus of customer-defined service standards as opposed to company-defined standards?
Customer-defined standards emphasize specific behaviors based on customer expectations, while company-defined standards focus on internal processes.
What role does the curbside welcome play in the hotel arrival mission at the Four Seasons Hotel?
It offers a welcoming environment through staff greetings and directions to the reception desk.
What is the primary purpose of standardization of service behaviors and actions in the context of service standards?
To improve overall service quality
Which type of customer-defined standards focuses on opinion-based criteria?
Soft customer-defined standards
In the process for setting customer-defined standards, what is the role of establishing target levels for standards?
To define the desired level of performance for each standard
What is the significance of tracking measures against standards in the context of service standards?
To ensure consistency in service delivery
Which type of standard focuses on behaviors or actions that can be counted, timed, or observed through audits?
Hard customer-defined standards
What is the key objective of translating customer expectations into behaviors/actions in the process of setting customer-defined standards?
To ensure that customer expectations are met consistently
What is the term 'Diagnosticity' mentioned in the text most closely associated with?
Reliability
What is the key difference between soft measures and hard measures when setting service standards?
The abstract nature of soft measures versus the concrete nature of hard measures
In the context of service standards, what does the term 'Speed of Complaint Handling' primarily indicate?
Service Responsiveness
What type of indexes are used when developing service performance indexes as discussed in the text?
Service performance indexes
Which of the following best describes the approach taken by Four Seasons Hotel regarding global adaptation of service standards?
Permitting 270 standards worldwide
What is the key focus when adapting service standards globally or locally as exemplified by Europe Disney?
Adherence to local cultural standards
Test your knowledge on the concepts of aligning service standards, company-defined versus customer-defined service standards, types of customer-defined service standards, and the process of developing customer-defined service standards. Sample core standards at Four Seasons Hotel are also covered in the questions.
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