Chapter 14 ACTUAL TEST focuses on key customer service skills. It assesses employees' courteous behaviors, standard measurement in service, and the use of tools like telephones and computers for customer interaction. Essential for improving service quality and operational efficiency.
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Coaching
Standards
Role playing
Tests and quizzes
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Participatory management
Coaching.
Creating standards.
Role playing.
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Reliability.
Responsiveness.
Assurance.
Empathy.
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Good managers.
Empowerment.
Rehearsing scripts
None of the above
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Setting standards.
Role playing.
Participatory management.
Coaching.
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Build trust.
Develop people.
Lead through example.
Stay focused on customer needs.
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Operations management
CSR quality and productivity
Employee satisfaction
Customer satisfaction
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