Chapter 16 Quality Customer Service

Question 1

_____ stated, a customer is the most important visitor on our premises. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is apart of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. (Page 281)

Answer 1

Mohandas Gandi

Question 2

_____ have higher expectations for their public agencies today than in the past. (Page 282)

Answer 2

Citizens

Question 3

The _____ routinely publish reports on government shortcomings and on increased demands from the public despite shrinking resources. (Page 282)

Answer 3

media

Question 4

Competition for ______ has made branding, product quality, and customer service essential. (Page 282)

Answer 4

goods and services

Question 5

______ is often defined as meeting or exceeding customer expectations. (Page 283)

Answer 5

Quality Customer Service

Question 6

Citizens are considered ________ because they pay for the services that their government delivers. (Page 283)

Answer 6

local government customers

Question 7

Your customers are either external or internal. _____ include citizens, visitors, business owners, developers, and civic leaders. (Page 283)

Answer 7

External Customers

Question 8

Your customers are either external or internal. ______ include co-workers, your supervisor, executives, and elected officials. (Page 283)

Answer 8

Internal Customers

Question 9

All local government employees are ______ who represent their government to its citizens. (Page 285)

Answer 9

ambassadors

Question 10

Many people in your community may never meet the mayor or the chief administrative officer, but they will form an impression of local government through their contact with you and other _______. (page 285)

Answer 10

Front-line employees

Question 11

Providing exceptional customer service means that you are _______. (Page 286)

Answer 11

accessible and responsive

Question 12

Common courtesy is a measure of ? (Page 287)

Answer 12

professionalism and good service

Question 13

Posting a _______ in a public place can strengthening pride among employees and let your customers known what is important to your team. (Page 289)

Answer 13

mission and vision statement

Question 14

An essential part of providing customer service in being able to communicate ____, ____, and ____. (Page 289)

Answer 14

clearly, correctly, politely

Question 15

Your customers want to tell you whats on their mind. If you don’t listen, they will find someone who will. Engagement results in? (Page 289)

Answer 15

new ideas
feedback
building relationships

Question 16

To find out how citizens are rating local service delivery, some local government use ________. (Page 294)

Answer 16

Comprehensive Customer Satisfaction Surveys.

Question 17

Citizens will see you care about what they think, and you will gain valuable information about the level of service quality you provide. This kind of information can be especially used in ______ and for ______. (Page 295)

Answer 17

Budget Preparation

Developing short and long range work schedules and plans

Question 18

Some organizations consider complaints _____ because they provide useful information about how you provide better service and can improve government reputation among citizens. (Page 293)

Answer 18

gifts

Question 19

Striving for Continuous Improvement has two main principles. What are they? (Page 295)

Answer 19

1. Finding better, faster, smarter, and cheaper ways of doing the work in everyone’s job
2. The efforts to improve customers service is continuous process: you can always do better, so the process never ends.