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
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