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An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called a moment of truth. empowerment. a first impression. none of the abov...
a moment of truth
The beliefs about service a customer has before a transaction are called customer influences. customer perceptions. customer expectations. customer profiles.
customer expectations
Regardless of what a company does to make a profit in terms of the product or service it provides, the company is also in the business of providing customer service. True False
True
Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings. True False
True
Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty. True False
True
The best way to maximize the value of a positive first impression is to reinforce it with favorable experiences throughout the course of future interactions. True False
True
Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR. True False
True
A customer says, "I didn't get my money's worth on this product." This is called a(n) value turnoff. system turnoff. organizational turnoff. people turnoff.
value turnoff
Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy. True False
False
Which turnoff occurrences are most often associated with poor customer service? value turnoffs system turnoffs people turnoffs all of the above
people turnoff
Exceptional customer service is a mindset that defines each company's culture. True False
True
Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers. True False
True
Which duty is not included in a CSR job description? Helps develop and maintain customer loyalty Provides in-house support for salespeople whenever a customer requires information or assistance Represents the customer's interests...
Avoids alerting upper management to trends or conditions with the company's products or services
The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them. True False
False
Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative. True False
False
Customer loyalty cannot be earned. True False
False
