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Questions and Answers
What are the four tactical service functions identified in the TARP Model?
What are the four tactical service functions identified in the TARP Model?
- Capture, evaluate, manage, and classify functions
- Input, response, output, and control functions (correct)
- Store, solve, handle, and maximize functions
- Procedural, day-to-day tasks, analysis, and incentives
Which activities are included in the strategic service functions according to the TARP Model?
Which activities are included in the strategic service functions according to the TARP Model?
- Store, solve, handle, and maximize functions
- Capture, evaluate, manage, and classify functions
- Analysis, evaluation and incentives, staff management, and awareness (correct)
- Procedural, day-to-day tasks, analysis, and incentives
What does the TARP Model ensure with respect to tactical functions?
What does the TARP Model ensure with respect to tactical functions?
- Analysis of customer behavior
- Evaluation of customer feedback
- Strategic planning for customer service
- Capture the information needed to classify and solve individual customers’ problems (correct)
How can customer service contribute to strategic objectives according to the text?
How can customer service contribute to strategic objectives according to the text?
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What is a limitation of thinking of customer service only as ‘‘the call center’’ according to the text?
What is a limitation of thinking of customer service only as ‘‘the call center’’ according to the text?
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