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Open communication occurs best when:
A. people feel their opinions are valued.
B. people feel they will be rewarded, or at least not punished, for their opinions.
Which of the following involves organized discussion among a representative group of customers?
An active listener company will listen to complaints, but will do little to implement improvements.
In the approach we have adopted to customer service management, it is all about "LIFE." In this approach, "F" stands for:
British Airways finds that "recovered" customers give the airline more of their business after they have been won back
In customer service management, the preferred measure of the monetary benefits of a customer is:
Customer Lifetime Value
According to the Hostility Curve, between which stages of a dispute should you "say something supportive"?
Between slow down and cool off
Most people tend to understand and don't hold grudge against the other party when:
None of these:
A. Their phone calls are not returned.
B. Their emails are not answered.
C. They are not thanked for their support and effort.
Which of the following behaviors is NOT characteristic of aggressive people?
Using carefully chosen words to avoid manipulations.
Associated value of a product goes beyond the core product, but is still essential to the product
In the formula for the Expectations Gap Hypothesis, G(gap)=A-E, the A stands for:
Which of the following examples is NOT an example of something a company can do to enhance extrinsic value?
To enhance value through goodness of product fit:
think of customers as individuals, not demographic groups.
Customers of online stores have come to expect e-tailers to send immediate email acknowledgment showing:
Status of the order.
Communication efficiency is:
A ratio of the costs of communicating relative to the number of people reached by the message.
Communication effectiveness is best achieved when the message is:
remembered for a reasonable period of time
Failing to share a customer's sense of urgency about time:
A. leads to customer frustration and unfulfilled expectations.
B. discounts the customer.
According to your text (and the lecture), the Ritz-Carlton notion of empowerment of employees is the prime example of which type of convenience policy?
Once and done service
Fill in the blank: In customer service, according to the text (and lecture), we should _________ customer time with convenience innovations.
The first step to reduce waiting time is to:
A. encourage customers to come in at times that are typically slow.
B. anticipate peak-load times and plan staffing accordingly.
C. plan for seasonal demands.
Which of the following is NOT a method of reducing wait time perception?
telling the customer the average wait time
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