5 Questions
What are the four tactical service functions identified in the TARP Model?
Input, response, output, and control functions
Which activities are included in the strategic service functions according to the TARP Model?
Analysis, evaluation and incentives, staff management, and awareness
What does the TARP Model ensure with respect to tactical functions?
Capture the information needed to classify and solve individual customers’ problems
How can customer service contribute to strategic objectives according to the text?
By properly conceiving, designing, building, staffing, and managing the process
What is a limitation of thinking of customer service only as ‘‘the call center’’ according to the text?
It limits service’s contribution to the organization
This quiz covers the broader contribution of customer service to an organization's strategic objectives. It delves into the conception, design, management, and staffing of the customer service process, as well as the framing of work using the TARP Model.
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