PHILTECH INSTITUTE OF ARTS AND TECHNOLOGY- TAGKAWAYAN BRANCH

Second Semester S.Y. 2018-2019

MIDTERM EXAMINATION
Subject: CUSTOMER SERVICE OPERATION(GEN105)
Section: BM2A1
Name: ____________________________ Date: _____________
Section : ________________ Instructor: MRS.MELISSA F.LUSTADO
PART I. IDENTIFICATION. General Directions: Read carefully each question and answer only the
correct word/s in the following sentences. (NO ERASURE, WRONG IS SPELLING IS WRONG)
____________________________1. This are the most important source of feedback for customers
service performance.
____________________________2. It is an effective customer service program, employees need
feedback on a day-to day basis regarding their performance on reaching their customer service
goals.
____________________________3. It should be given in an appropriate manner that will help
improve performance best.
____________________________4. They can give employees feedback on the customer surveys,
customers visits a complaint system and customers focus groups.
____________________________5. They can be a valuable source of information about individual
performance especially when work is independent.
____________________________6. It is the first component of effective performance management.
____________________________7. They provide a different perspective ideas.
____________________________8. They should not be over providing high quality to internal
customer service.
____________________________9. It consists of developing a customer-oriented culture.
____________________________10. It is achieved when every employee understands that good
service is expected, that exceptional is rewarded.

PART II. Fill in the Blanks

1.________________________and 2._______________________provides behavior guidelines ,rules
and regulations. We can never 3._______________our
4.______________________customers.5.__________________in all capacities are our best
customers in that we must 6_________________them before we can please other
7._____________________.8._______________customer what they want, is the most
9._________________part of setting 9._______________service.11._______________employees
that they are doing 12._____________because their 13.______________by servicing 10% more
existed is more 14.__________________14.The_______________of customer
15._______________in any activity in which employees deal directly
16.____________________,17_____________________18.______________________.19.Research
has shown that________________individuals who receive 20.________________on performance
relative to their goal.

PART III. ENUMERATION

A.Methods for determining customers needs(3)
B.Benefits of Goal Setting(4)
C.Factors of Effective Customer Feedback(6)
D.Several things for effective and customer friendly policies(4)

PART IV.ESSAY
1.Why is it necessary to concerns ourselves with internal customers?(5pts)
2.Why are employees are best customers?(5pts)
3.How would you respond to customer demands that were clearly unreasonable? (10pts)