what statement is true of customer relationship management A-the philosophy that the customer is always right has a positive effecr on facility management customer relationship B-excellent or creative error recovery can be a source of customer satisfaction C-a policy of zero errors is a best practice for maintaining customer relations D-facility stuff empowerment can be detrimental to customer service due to reduced service delivey consistency.
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- When it is stated that a service driven company should redefine what the service should be, what is being suggested? Select one: a. The customer doesn't know what they want (size, weight, cost, etc.) b. The customer doesn't know how to ask for service improvement (cost, features, reliability, etc.) c. The customer may really want subtle features (fairness, features, information, etc.) d. The customer may really need some form of discount (less money, more service, or both)Provide scenario on how you can show the following qualities to provide excellent customer service: A. Control B. Options and Alternatives C. FairnessService intangibility means that services cannot be seen, tasted, felt, heard, or smelled before they are bought. Select one: a. True. b. False.
- Which of the following are the correct attributes of Service Quality a. Tangibility, Assurance, Responsiveness, Reliability, Empathy O b. Responsibility, Assurance, Tangibility, Empathy Reliability O c. Responsibility, Assistance, Tangibility, Empathy, Reliability O d. Responsibility, assurance, Tangibility, Emotion, RepeatabilityGovernment efforts to ensure that services meet essential requirements and guarantee acceptable quality of services is because of the following distinctive characteristic of service operation O a. heterogeneity O b. simultaneity O c. Intangibility O d. customer participationWhen the value of a loyal customer (VLC) market segment is high, should these customers be given premium goods and services for premium prices? If the VLC is low, should they be given less service? Explain.
- Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence? O assurance O special features O service reliability empathy O responsivenessCustomer roles in the service delivery process can be described as 'contributors', what other features are part of the customer's role in the service delivery process? 1).customers are responsible for the service outcome 2).customers are co-creators of value 3).customers are responsible for the service delivery provided for other customers 4).customers contribute to an employee's emotional labourGive an example of how you should handle a customer when your product/service caused a major problem
- Jessica albaa has been hired as an information systems consultant for Royal Caribbean cruise lines. Her first task is to make a recommendation for a system that can help with improving customer service by reducing response times, while considering that Royal caribbean does not have the capacity to add additional customer service phone operators to their staff. Which of the following technologies do you recommend to Royal caribbean to help with improving customer service response times? -Management support system -executive information system -enterprise resource planning system -knowledge management system -personalization systemWhich of the determinants of service quality involves performing the service right the first time? O access Oresponsiveness O reliability Ocourtesy O credibilitySuppose you are going to have a prescription filled at a local pharmacy. Referring to the listed dimensions of service quality, match an example of how you would judge the quality of the service with each given dimension. Note: Each answer choice will only be used once. Dimensions 1. Tangibles 2 Convenience 3. Reliability 4 Responsiveness 5. Time 6. Assurance 7. Courtesy 8. Consistency 9. Expectations Examples Appearance of the pharmacy and the staff Friendliness of the server How long did you have to wait? Is the prescription correctly filled?