Which of the following is NOT part of a Kaizen event? Question 1 options:

Specific action

Focus on the process

Individual action

Immediate action

Question 2 (5 points)
Which of the following is NOT usually part of a service recovery strategy?

Question 2 options:

Conveying regret,

Addressing the problem as soon as possible

Providing compensation.

Explaining the customers role in the problem

Question 3 (5 points)
Even a few minutes of having strong anger directed at a person can impact their immune system for hours afterwards.

Question 3 options:
True
False
Question 4 (5 points)
Kaizen means:

Question 4 options:

Big Problem

Good Change

Continuous Improvement

Efficient System

Question 5 (5 points)
Continuous improvement means that when a significantly large issue arises, it will be addressed immediately.

Question 5 options:
True
False
Question 6 (5 points)
Which of the following is NOT recommended as a strategy for handling angry customers?

Question 6 options:

Get a manager if all else fails

Listen carefully

Refer to policies

Use a loud, positive speaking voice