Question

Question 19. First National Bank of Chicago tracks 50 service quality measures relating to timely, accurate, and responsive service. The measures include speed of answering the telephone, turnaround time on inquiries, and the speed at which the bank makes money transfers. The measures used by the bank are ___.

Group of answer choices

hard standards

formal standards

informal standards

soft standards

Answer 1

Question: First National Bank of Chicago tracks 50 service quality measures relating to timely, accurate, and responsive service. The measures include speed of answering the telephone, turnaround time on inquiries, and the speed at which the bank makes money transfers. The measures used by the bank are ___.

Answer: Hard standards

Snippets: A customer-defined service standards are a set of policies and regulations which is set forth by a company. It focuses of the company's core competencies which cover all the points of contact with the customer. There are three important standards 1. Hard Standard, 2. Soft Standard and 3. One-Time Fixes.