SOLVED

TRUE/FALSE: Write true or false before each statement. Total Quality Management (TQM) emerged in response to Japanese auto manufacturers surpassing American manufacturers in both quality and design. Good customer service flows from the managers (top) to the workers (down), who then bring that service to their customers (inside–outside). Good customer service exceeds customers’ expectations. Most dissatisfied customers complain to the company about poor services or products. In recent years, providing good customer service has become a top priority for many American businesses.   MULTIPLE CHOICE: Circle the letter of the choice that best completes the statement. 6.Total Quality Management (TQM) is aimed at all EXCEPT which of the following? Anticipating the needs of the customer Using customer needs to build a quality product Selling the customer a product that he/she has little need for Producing the product at the best possible price Gaining profit for the company 7.Which statement is TRUE about employees who can provide quality service?   Hire whoever will accept the lowest possible salary. Hire a person so well-skilled that she/he needs no additional training. Hire the person who you know will do the work without complaint. Hire the best and keep him/her trained. Hire individuals who do not need recognition for their service. 8.A real estate company sends birthday cards to all the people who have bought a home through their company. This is an example of: Guaranteeing the quality of products and services Having too much time on their hands Caving in to the Hallmark Card advertisement campaign Hiring the right employees Showing customer appreciation 9.Which statement is FALSE about soliciting customer feedback (including complaints)? Most customers who have a complaint will not share it with the company. Most complaints will be shared with family and friends. Customer feedback can be sought via surveys or email/telephone contact. Most customers who have a complaint will share it with the company. It is important to provide customers with an opportunity to provide feedback. 10. Which of the following best suggests how to handle customer complaints? Concentrate on the factual content of the complaint, rather than on the feelings of the complainer. Operate on the assumption that the customer is never wrong. Pass the customer from department to department until the customer gives up. Offer explanations and alternatives when the complaint cannot be resolved as requested. Let the customer see how angry you are, but finally give the customer what he or she wants.