Jimmy's Car Garage Provides Predictably Great Service to Its Customers

question 93

Multiple Choice

Jimmy's car garage provides predictably great service to its customers by providing service training to employees by using a well-defined process.The strategy used by the garage to reduce the standards gap is:

• A)analyzing service performance by using service dimensions
• B)providing incentives to its service providers.
• C)replacing people with machines.
• D)achieving service goals through training.
• E)understanding customers' expectations through research.

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Definitions:

Skills

The abilities and expertise developed through training or experience that allow an individual to perform tasks effectively.

Facilitative Communication

Type of communication with parents that is not one way but reciprocal; teacher encouragement of parent input by supportive comments, focused questions, and reiterating key points of the conversation; purpose of facilitative communication is a shared dialogue between parent and teacher.

Community Liaison

A person who acts as a bridge between an organization and its community, facilitating communication and support.

Outreach

Efforts made to connect services or information to people who might not otherwise access them, often aiming at education or community support.