Check for Understanding: Implementing Service Standards - Exercise

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Check for Understanding: Implementing Service Standards - Exercise

Check for Understanding: Implementing Service Standards

Duration: 5 to 10 minutes.

In this exercise, please respond to the following questions:

  1. Service standards should be included in which of the following business processes?
    1. Job search for upper management positions.
    2. Job search for customer service positions.
    3. New employee orientations.
    4. Performance review processes for all employees.
    5. Ongoing training efforts.
  2. Service standards are applicable to only the customer service department.
    1. True
    2. False
  3. Which of the following can be considered as a service standard?
    1. Customers will receive return calls within 24 hours on regular business days.
    2. Customers may be given the option to be put on hold or called back if the lines are busy.
    3. Meetings will be organized, run efficiently, and conducted in a professional manner.
    4. Regular business hours will be posted and observed.

Solution:

  1. A, B, C, D, and E. Service standards should be included throughout all listed business processes.
  2. B. False. Service standards are applicable throughout the company.
  3. A, B, C, and D. All of these are service standards.
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