American Service Expectations and Customer Satisfaction

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Questions and Answers

What is the main topic of Lesson 5?

  • Demographics and Consumer Market
  • Customer Relations Management
  • Diversity and Business Culture
  • American Service Expectation (correct)

What is CRM an abbreviation for?

  • Customer Response Management
  • Customer Retention Management
  • Customer Relationship Management (correct)
  • Customer Respect Management

What is the American Customer Satisfaction Index?

  • A measure of customer satisfaction (correct)
  • A measure of customer expectations
  • A measure of business performance
  • A measure of service quality

What is diversity related to in the context of this lesson?

<p>Business culture (C)</p> Signup and view all the answers

What is the main benefit of service standards?

<p>Increased customer satisfaction (A)</p> Signup and view all the answers

What is the primary focus of Lesson 5?

<p>American Service Expectations (C)</p> Signup and view all the answers

What is the purpose of Service Standards?

<p>To ensure consistency in service quality (A)</p> Signup and view all the answers

What is related to the consumer market in this lesson?

<p>General Demographics (C)</p> Signup and view all the answers

What is presented by Dr. Michael Gil. O Llorens?

<p>Lesson 5 on American Service Expectations (B)</p> Signup and view all the answers

What is CRM primarily concerned with?

<p>Managing customer expectations (A)</p> Signup and view all the answers

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