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
Which of the following is an example of a 'proactive' service quality improvement strategy?
Answer: Notifying customers about a known issue before they contact support
Proactive service means anticipating customer needs and communicating issues before customers experience them, preventing dissatisfaction rather than reacting to it.
A service quality auditor reviews call recordings and rates them using a standardized scorecard. This practice is known as:
Answer: Quality monitoring or call calibration
Quality monitoring uses standardized scorecards to evaluate recorded interactions against defined service standards, ensuring consistent assessment across reviewers.
When building a fishbone (Ishikawa) diagram for a service quality problem, what is placed at the 'head' of the fish?
Answer: The effect or problem being analyzed
The effect or problem statement is placed at the head of the fishbone diagram, with potential causes branching off the 'bones' leading to it.
A manager notices that customer satisfaction scores are high immediately after agent training but decline after 90 days. What does this pattern most likely indicate?
Answer: Training transfer is poor due to lack of reinforcement and coaching
Declining scores after training commonly signal that skills are not reinforced in the workplace, causing agents to revert to pre-training behaviors over time.
Which statement BEST reflects the concept of 'internal customer' in service quality management?
Answer: Employees and departments who receive outputs from other teams within the same organization
Internal customers are colleagues or departments that depend on each other's work outputs, and serving them well is essential to ultimate external customer satisfaction.
An organization's service quality improvement team wants to test a small-scale process change before full rollout. This limited trial is called a:
Answer: Pilot program or controlled experiment
A pilot program tests a change on a small scale to evaluate its effectiveness and identify unintended consequences before committing to organization-wide implementation.
A telecom company achieves a customer effort score (CES) of 2.1 out of 7. How should this score be interpreted?
Answer: Customers find it very easy to resolve issues, which is a positive outcome
On CES scales, lower scores indicate less effort required by the customer, meaning a score of 2.1 out of 7 reflects an easy, low-effort experience.