Customer Service and Strategic Objectives
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Questions and Answers

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?

  • 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?

  • 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?

    <p>By properly conceiving, designing, building, staffing, and managing the process</p> Signup and view all the answers

    What is a limitation of thinking of customer service only as ‘‘the call center’’ according to the text?

    <p>It limits service’s contribution to the organization</p> Signup and view all the answers

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