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Customer Service Basics

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Questions and Answers

What does customer service refer to?

Satisfying the company's employees
Satisfying the company's shareholders
Satisfying the company's customers (correct)
Satisfying the company's competitors

According to the 2019 UK Customer Service Satisfaction survey, what do the highest performing organisations project?

Lack of emotional connection and ethical commitment
Authentic customer ethos and emotional connection (correct)
Dishonest customer ethos and ethical commitment
Inauthentic customer ethos and emotional disconnection

What percentage of customers in the 2022 survey prefer excellent customer service, even if it costs more?

30%
25%
34% (correct)
40%

What aspects are included in customer service according to the text?

Marketing, strategic planning, processes, people, research and systems (C) Signup and view all the answers

Why is customer service important to organisations according to the text?

To improve performance in the market (D) Signup and view all the answers

Why has customer service become a dominant issue in the recent past?

Increasing consumer awareness of their rights and demand for good service (A) Signup and view all the answers

What has led to the increased expectations of service from insurance companies?

Better education and higher financial awareness of consumers (D) Signup and view all the answers

Why have insurers and intermediaries recognized the importance of better service standards?

Intense competition in commerce (C) Signup and view all the answers

What makes it more difficult for a customer to understand what they have bought in the context of insurance products?

Insurance being a non-physical product tested only when a claim is made (A) Signup and view all the answers

What are the key areas contributing to the dominance of customer service as an issue in the recent past?

Consumer awareness, customer expectations, and competition (A) Signup and view all the answers

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