CSM Service Quality Assurance & Improvement 2

Question 1

In the SERVQUAL model, which dimension measures the willingness to help customers and provide prompt service?

Accepted Answer

Responsiveness

Answer

Responsiveness is the SERVQUAL dimension covering promptness and willingness to help.

Question 2

A Pareto chart is most useful to a service manager for which purpose?

Accepted Answer

Identifying the few causes responsible for most complaints

Answer

Pareto charts rank causes by frequency so teams can focus on the vital few driving most problems.

Question 3

Which step of the PDCA cycle involves rolling out a successful pilot as the new standard?

Accepted Answer

Act

Answer

In the Act step, proven improvements are standardized and implemented widely.

Question 4

A call center tracks the percentage of issues resolved on the customer's first contact. Which metric is this?

Accepted Answer

First contact resolution

Answer

First contact resolution measures issues resolved without follow-up contact.

Question 5

Which tool is best suited to explore the possible root causes of a recurring service failure by category (people, process, equipment, environment)?

Accepted Answer

Ishikawa (fishbone) diagram

Answer

The fishbone diagram organizes potential causes into categories to support root cause analysis.

CSM - Certified Service Manager Practice Test