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Test Destructive effects of institutional deafness

QUESTION 1: What leads to business disasters according to the text?

Constructively process customer feedback
Close channels of assimilation in the face of consumer warnings
Enhancing the palate’s gastronomic sophistication
Reducing excess salt in recipes

QUESTION 2: What attitude did the operations manager adopt in response to complaints about salt?

Recognize excessive salt and correct it
Adopting an arrogant attitude while justifying their actions
Apologize publicly and tone it down
Dismissing the customer for lack of sophistication

QUESTION 3: What direct result does stubborn refusal to integrate the external point of view produce?

Turn loyal users into fierce detractors
Strengthen customer loyalty
Improving service quality
Increase event bookings

QUESTION 4: According to the text, what are the consequences of blaming the consumer instead of owning up to mistakes?

Promotes customer retention
It creates opportunities to correct
Quickly destroys business relationships
Increases public trust

QUESTION 5: In the example of the catering company, what was the recurring problem reported by customers?

Lack of waitstaff
Prices are too high
Insufficient portions
Excessive salt in their preparations

QUESTION 6: What does the text describe as a sign of institutional deafness?

Listen and correct assumptions
Send emails with excuses to invalidate the customer
Acknowledge mistakes and apologize
Prioritize corporate ego over service excellence

QUESTION 7: According to the text, why do customers permanently cancel events with the company?

Because their concerns are dismissed and management blames the customer
Because prices went up
Due to logistical issues unrelated to quality
Due to a lack of key elements

QUESTION 8: What does true listening require, according to the summary?

Ignoring criticism to maintain authority
Repeat elaborate excuses
Accepting constructive criticism to improve our daily services
Blaming the customer

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