Service Quality & Improvement Flashcards
7 cards from real NCSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Service Quality & Improvement flashcards as text
A company implements 'service recovery paradox' practices. What outcome does research suggest is possible when service recovery is handled exceptionally well?
Answer: Recovered customers may become MORE loyal than customers who never experienced a problem
The service recovery paradox suggests that a skillfully resolved complaint can create higher loyalty than if no failure had occurred, because it demonstrates the company's commitment to the customer.
Which of the following BEST describes 'benchmarking' as a service quality improvement tool?
Answer: Comparing one's service processes and metrics against best-in-class organizations to identify improvement opportunities
Benchmarking involves studying organizations with superior performance to adopt proven practices and set ambitious but achievable improvement targets.
An organization uses the balanced scorecard approach to service quality. Which perspective measures process efficiency and service delivery consistency?
Answer: Internal process perspective
The internal process perspective of the balanced scorecard focuses on the quality and efficiency of the processes that deliver value to customers.
A call center agent consistently receives low quality scores on 'active listening.' Which coaching approach is MOST effective for improving this specific skill?
Answer: Reviewing recorded calls together and practicing reflective listening techniques
Reviewing actual call recordings together allows the coach to provide specific, evidence-based feedback while role-playing helps the agent practice the targeted skill.
Which of the following is a key principle of Total Quality Management (TQM)?
Answer: Quality is everyone's responsibility and must be embedded throughout the organization
TQM holds that quality is a shared organizational responsibility, requiring commitment from every employee and every process — not just a single department.
A service manager wants to reduce customer wait time using a data-driven approach. After collecting data, the team finds wait time varies widely but averages 8 minutes. What should they examine next?
Answer: Analyze the distribution and identify the sources of variation in wait time
Understanding the sources and patterns of variation is essential before implementing solutions, as different causes of variation require different corrective actions.
A customer service organization adopts a 'customer-centric culture.' Which behavior BEST exemplifies this culture at the frontline level?
Answer: Agents use judgment to adapt their approach to each customer's unique needs and context
A customer-centric culture empowers frontline agents to adapt their responses to individual customer needs rather than mechanically following rigid scripts.