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American Service Expectations and Customer Satisfaction

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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?

Business culture Signup and view all the answers

What is the main benefit of service standards?

Increased customer satisfaction Signup and view all the answers

What is the primary focus of Lesson 5?

American Service Expectations Signup and view all the answers

What is the purpose of Service Standards?

To ensure consistency in service quality Signup and view all the answers

What is related to the consumer market in this lesson?

General Demographics Signup and view all the answers

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

Lesson 5 on American Service Expectations Signup and view all the answers

What is CRM primarily concerned with?

Managing customer expectations Signup and view all the answers