問題一覧
1
Basic service can create wow and must be consistently delivered.
True
2
What is the 9th touch point in the customer’s journey map?
Orders being served
3
We can attract our customers when our merchandising materials are complete
True
4
In what way we can NOT extend wow customer service to our customers?
Letting the customer wait in long line
5
One of the ways we can attract our customer is when the manager is visible on floor.
False
6
Clean restroom is not a wow factor to our customers.
False
7
_______________ means demonstrating all the behaviours that meet the basic product and service needs, transactional needs and emotional needs of our customers
Wow customer Service
8
Ready system for HPC customers help us ______________ our customers.
Retain
9
When the customer receives good service, they will go on and tell their family and friends about their experience. This is a sample of ___________________.
Good news, Travel Fast
10
This can give us the edge over our competition.
Providing good customer service
11
Why is it important to give a customer a wow experience through our excellent service?
Customers help us promote the brand
12
Billboards, directional road signs, commercials and streamers can help us ___________ our customers.
Attract
13
This is the touch point wherein the customer wants quick transaction, accurate and complete orders.
Orders at the counter
14
_______________create customer feelings that drive them to actions that positively or negatively impact our business.
Employees’ behaviours
15
It is only the manager who should do wow customer service to customer
False
16
Increase in TC or customer base is one of the indicators that our customers are experiencing wow customer service.
True
17
Live and warm colors and ambiance of dining area can wow our customers.
True
18
Effective transaction management is under _____________________.
Engage
19
Happy, warm and comfortable ambiance can make us ________________ with our customers.
Engage
20
Feedback Management System help us ______________ our customers.
Retain
21
Which of the following is not a result of good customer service?
Good news travel fast
22
_______________ ensure the consistency of your products and services from start to finish.
Standard Operating Procedures
23
Counter standees and menu board are materials to _________ the customers.
Engage
24
An authentic WOW environment only happens when it is rooted in a strong value-driven culture throughout the organization.
True
25
In the customer journey map, how many touch points in the store where we can wow them?
12 touch points
26
Wow customer service is okay but good customer service is better.
False
27
Good customer service is only provided by Chowking not by our competitors.
False
28
What is the 3rd touch point in the customer’s journey map?
Orders at the counter
29
In Wow Customer Service, the Manager is responsible to exemplify the behaviours of an excellent service provider in their respective stores, prepare the team in their shift to deliver the highest possible level of customer service, lead the team in their shift to surprise every customer.
True
30
What is the 6th touch point in the customer’s journey map?
Looks for table
DAY 2
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17問 • 1年前問題一覧
1
Basic service can create wow and must be consistently delivered.
True
2
What is the 9th touch point in the customer’s journey map?
Orders being served
3
We can attract our customers when our merchandising materials are complete
True
4
In what way we can NOT extend wow customer service to our customers?
Letting the customer wait in long line
5
One of the ways we can attract our customer is when the manager is visible on floor.
False
6
Clean restroom is not a wow factor to our customers.
False
7
_______________ means demonstrating all the behaviours that meet the basic product and service needs, transactional needs and emotional needs of our customers
Wow customer Service
8
Ready system for HPC customers help us ______________ our customers.
Retain
9
When the customer receives good service, they will go on and tell their family and friends about their experience. This is a sample of ___________________.
Good news, Travel Fast
10
This can give us the edge over our competition.
Providing good customer service
11
Why is it important to give a customer a wow experience through our excellent service?
Customers help us promote the brand
12
Billboards, directional road signs, commercials and streamers can help us ___________ our customers.
Attract
13
This is the touch point wherein the customer wants quick transaction, accurate and complete orders.
Orders at the counter
14
_______________create customer feelings that drive them to actions that positively or negatively impact our business.
Employees’ behaviours
15
It is only the manager who should do wow customer service to customer
False
16
Increase in TC or customer base is one of the indicators that our customers are experiencing wow customer service.
True
17
Live and warm colors and ambiance of dining area can wow our customers.
True
18
Effective transaction management is under _____________________.
Engage
19
Happy, warm and comfortable ambiance can make us ________________ with our customers.
Engage
20
Feedback Management System help us ______________ our customers.
Retain
21
Which of the following is not a result of good customer service?
Good news travel fast
22
_______________ ensure the consistency of your products and services from start to finish.
Standard Operating Procedures
23
Counter standees and menu board are materials to _________ the customers.
Engage
24
An authentic WOW environment only happens when it is rooted in a strong value-driven culture throughout the organization.
True
25
In the customer journey map, how many touch points in the store where we can wow them?
12 touch points
26
Wow customer service is okay but good customer service is better.
False
27
Good customer service is only provided by Chowking not by our competitors.
False
28
What is the 3rd touch point in the customer’s journey map?
Orders at the counter
29
In Wow Customer Service, the Manager is responsible to exemplify the behaviours of an excellent service provider in their respective stores, prepare the team in their shift to deliver the highest possible level of customer service, lead the team in their shift to surprise every customer.
True
30
What is the 6th touch point in the customer’s journey map?
Looks for table