HTT170 CHAPTER 2 (MULTIPLE CHOICES)
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Questions and Answers

What does the acronym RUMBA stand for in establishing employee performance goals?

  • Reliable, Understandable, Manageable, Believable, Attainable
  • Relevant, Unambiguous, Measurable, Bold, Acceptable
  • Realistic, Usable, Measurable, Beneficial, Achievable
  • Realistic, Understandable, Measurable, Believable, Attainable (correct)

Which of the following is NOT a listed qualification for employee roles?

  • Team spirit
  • Technical expertise (correct)
  • Creativity
  • Positive, customer-focused attitude

What is a key aspect of employee roles in smaller retail and service organizations?

  • Avoid interaction with customers
  • Limit knowledge to specific product lines
  • Strive to deliver service equal to larger organizations (correct)
  • Focus solely on high-volume sales

In the context of nonprofit organizations, what is emphasized as a critical skill?

<p>Knowledge of the organization (C)</p> Signup and view all the answers

Which of the following is least likely to contribute to enhancing customer loyalty?

<p>Implementing strict policies (B)</p> Signup and view all the answers

What role does management play in establishing a service culture?

<p>Sets the tone through vision and mission statements (D)</p> Signup and view all the answers

Which statement best describes the importance of continual skill updates for employees?

<p>It ensures alignment with market trends and customer expectations (C)</p> Signup and view all the answers

What is indicated as a challenge for employees providing customer service?

<p>High turnover rates (C)</p> Signup and view all the answers

What impact does an organization's return policy have on customer behavior?

<p>It affects a customer's purchase decision. (C)</p> Signup and view all the answers

What is a key element in fostering a service culture within an organization?

<p>Making employees feel trusted and respected (D)</p> Signup and view all the answers

How do type and quality of products influence organizational culture?

<p>They contribute to a negative press if substandard. (C)</p> Signup and view all the answers

What types of rewards are effective in motivating employees?

<p>Public recognition and internal recognition are both motivational. (C)</p> Signup and view all the answers

Which strategy is effective in attracting and retaining customers?

<p>Consistently re-evaluate internal and external needs (C)</p> Signup and view all the answers

What is a key characteristic of an effective mentor?

<p>Willingness to share knowledge and experience. (C)</p> Signup and view all the answers

How can an organization develop a strong service philosophy?

<p>By encouraging employee input and regular evaluations (B)</p> Signup and view all the answers

Which of the following is NOT a characteristic of a successful protege?

<p>Complacency in learning (C)</p> Signup and view all the answers

What role does training play in an employee's performance?

<p>It clarifies expectations and improves customer service (B)</p> Signup and view all the answers

What is a significant role of management support in an organization?

<p>Encouraging continuous improvement and growth. (B)</p> Signup and view all the answers

What is one downside of using third-party delivery services?

<p>It may save the company money but can detract from core service quality (A)</p> Signup and view all the answers

How does employee empowerment benefit an organization?

<p>It enables lower-level employees to make decisions. (A)</p> Signup and view all the answers

Which of the following best describes direct contact in service delivery?

<p>Face-to-face interaction with service personnel (B)</p> Signup and view all the answers

What aspect is important for management to support in service delivery?

<p>Employee training and development (B)</p> Signup and view all the answers

Which statement best describes the relationship between loyal customers and reputable products?

<p>Reputable products are likely to generate positive press and loyalty. (C)</p> Signup and view all the answers

How can employee perceptions of their roles affect customer service?

<p>High clarity and support lead to better service (C)</p> Signup and view all the answers

Flashcards

Mission and Vision Statements

Statements that define the organization's purpose and long-term goals.

Employee Role Clarity

Clear expectations for employees, defining their responsibilities and performance levels.

RUMBA Criteria

Realistic, Understandable, Measurable, Believable, and Attainable.

Essential Qualifications

Deep knowledge of the company’s offerings and strong abilities in communication and relationship building.

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Key Competencies

Drive, self-starting ability, honesty, focus on customers, allegiance, collaboration, ingenuity, and managing time well.

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Skills in Smaller Organizations

Continuously improving skills to offer service quality similar to larger companies.

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Employee Churn Rate

The rate at which employees leave a company, affecting customer service continuity.

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Nonprofit Employee Skills

Knowledge of the cause, interpersonal abilities, motivation, and dedication to the cause.

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Efficient Customer Policy Response

Swift and effective handling of customer inquiries and problems.

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Return Policies

The rules and conditions under which customers can return products, greatly affecting buying decisions.

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Supportive Customer Commitment Environment

A workplace atmosphere that supports and values keeping promises to customers.

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Products/Services Impact

The nature and excellence of goods/services that affect the company’s work environment.

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Recognition and Rewards

Praise and awards that boost employee morale and output.

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Management Support

Guidance from leadership to help workers grow and develop.

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Effective Mentor Traits

Someone ready to share knowledge, passionate, reliable, understanding, inventive, secure, and skilled at solving problems.

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Successful Protégé Traits

Someone enthusiastic, receptive, flexible, confident, and eager to develop.

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Employee Empowerment

Giving employees the power to make choices, building confidence and respect.

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Training

Education to clarify job duties and enhance customer service.

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Service Strategy

A strategy focused on understanding what customers need to attract and keep them.

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System Inspection

Routinely checking company processes to meet internal and external needs.

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Key System Components

Means of conveying messages and resolving issues.

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Service Delivery Options

Ways to deliver service, like transport, tech, or face-to-face.

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Direct vs. Indirect Contact

Involves real-time, personal contact, while indirect uses tech.

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Outsourcing

Contracting out non-essential tasks to cut costs, but it has potential disadvantages.

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Study Notes

Management and Employee Expectations

  • Management establishes mission and vision statements to set organizational direction.
  • Employees are expected to understand their roles and performance criteria.
  • RUMBA criteria for performance goals: Realistic, Understandable, Measurable, Believable, Attainable.

Qualifications and Competencies

  • Essential qualifications include broad product knowledge and strong interpersonal skills.
  • Key competencies: motivation, initiative, integrity, customer-focused attitude, loyalty, teamwork, creativity, and time management.

Employee Roles in Various Organizations

  • In smaller retail and service organizations, employees must continuously update skills and aim for service quality similar to larger firms.
  • High churn rates may affect customer service delivery.
  • Nonprofit organizations require knowledge of the organization, interpersonal skills, motivation, and commitment.

Policies and Procedures

  • Customer policy responses should be efficient to meet requests.
  • Return policies significantly influence purchase decisions.
  • Establishing a supportive environment for customer commitments is essential.

Products and Services

  • Type and quality of products/services shape organizational culture.
  • Reputable products foster loyalty, while poor quality leads to negative consequences.

Motivators and Rewards

  • Recognition and rewards enhance performance.
  • Reward types include internal and public recognition, contests, and employee outings.

Management Support

  • Management should foster improvement and seek mentors.
  • Avoid complacency and look for professional growth opportunities.

Effective Mentorship

  • Mentors should be willing to guide, enthusiastic, trustworthy, patient, creative, self-confident, and good problem solvers.

Characteristics of a Successful Protégé

  • Protégés should display enthusiasm, openness to feedback, adaptability, self-confidence, and a strong desire for improvement.

Employee Empowerment

  • Empowering employees with decision-making authority fosters trust and respect.
  • Encourages a sense of belonging within the organization.

Training

  • Training clarifies employee expectations and supports customer service objectives.
  • Employee skill levels impact job security during downsizing.

Establishing a Service Strategy

  • Understanding customer needs is crucial for attraction and retention.
  • Regularly inspect company systems to assess internal/external need fulfillment.
  • Re-evaluate roles based on daily experiences and seek guidance when uncertain.

Customer-Friendly Systems

  • Key system components include advertising and problem resolution mechanisms.
  • Service delivery options: Transportation methods, technology, direct/indirect delivery methods.
  • Direct contact involves face-to-face interaction, while indirect contact relies on technology and self-service.
  • Outsourcing non-core positions can save costs but may have drawbacks.

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Related Documents

HTT170 Chapter 2: Defining Service Culture PDF

Description

This quiz focuses on the foundational elements of management, including mission and vision statements, employee roles, and the RUMBA criteria for performance goals. Test your understanding of how these components shape an effective organizational culture. Enhance your knowledge of management principles and their practical applications.

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