Question 1

What is the disaster factor?

Extra time allotted to each task to take into account any unforeseen circumstances.

Extra time allotted to each task to make revisions based on feedback.

O Murphy's Law - If something can go wrong, it will.

Items in your To Do list that are deleted if a higher priority task takes longer to complete.

Question 2

What type of customers are your co-workers?

External

Internal

They are not our customers; they are co-workers.

Vendors

Question 3

1 pts

The customer-supplier chain identifies all of the links or relationships between co-workers, employees and managers, and departments that make up the customer service process.

False

True

Question 4

An indicator of a customer service oriented organization is _______

suggestions for improvements are filed for future actions

employees are trained on an annual basis.

effective and efficient processes and systems are in place

a clear mission statement is communicated to managemen

Question 5 What is the impact on organizations that strive to learn from mistake And handle complaints efficiently and effectively

*customers shop elsewhere and the organization suffers from erosion of its customer base

*They experience higher costs, reduced profits, and employees stress

*They may not Have an appreciation of the lack of customer

service because customers avoid complaining.

*They reduce time wastage, money loss, and employee stress.