Questions and Answers
A customer has been waiting for over an hour for their food order at a restaurant. They inquire about the delay and express their frustration. What type of consumer service is the customer seeking, and how would you address their inquiry?
Timeliness of Service
A customer purchases a new gadget from an online store, but it arrives broken. They contact customer service and request a replacement. What type of consumer service are they seeking?
Responsiveness
A company releases a new line of environmentally friendly products that are designed to reduce waste. Who are the consumers of these products?
Individuals who purchase the products
A consumer purchases a product online, but upon delivery, the product is not as described. Who should the consumer contact to address the issue?
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A customer enters a store and asks for assistance in finding a specific product. The sales associate tells the customer that they do not carry that product, but the customer later discovers that the product is indeed sold at the store. What should the customer do?
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A customer purchases a product from a store, but after a few days, the price of the product is reduced. What should the customer do?
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A Business-to-Business (B2B) service provider is considering outsourcing some of their operations to reduce costs. What should the provider do before making this decision?
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Which of the following options is NOT an advantage of Business-to-Business (B2B) services?
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A Business-to-Business (B2B) service provider has just signed a contract with a client. What should the provider do to ensure they deliver the service to the client's expectations?
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Which among the subsequent is a potential disadvantage of relying too heavily on Business-to-Business (B2B) services?
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Study Notes
Consumer Service
- A customer waiting for their food order for over an hour is seeking resolution to their issue, and the restaurant should address their inquiry by apologizing, explaining the delay, and offering a solution, such as a discount or a complimentary item.
- A customer who receives a broken gadget is seeking replacement or refund, and the online store should address their issue by apologizing, processing the return, and providing a replacement or refund.
Consumers of Environmentally Friendly Products
- The consumers of environmentally friendly products are individuals who care about the environment and want to reduce waste, seeking products that are eco-friendly and sustainable.
Addressing Product Issues
- If a customer receives a product that is not as described, they should contact the seller's customer service to address the issue.
- If a sales associate provides incorrect information, the customer should politely point out the mistake and ask to speak to a manager to resolve the issue.
Price Changes
- If a customer purchases a product and the price is reduced shortly after, they should contact the store's customer service to request a price adjustment or refund of the difference.
Business-to-Business (B2B) Services
- A B2B service provider considering outsourcing operations should conduct a cost-benefit analysis and evaluate the potential risks before making a decision.
- Loss of control is a potential disadvantage of relying too heavily on B2B services.
- To ensure delivery of service to a client's expectations, a B2B service provider should clearly communicate with the client, set realistic expectations, and monitor service delivery.
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