Customer Service Process and Management Quiz
5 Questions
1 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What are the four tactical service functions identified by the TARP Model?

  • Input, response, output, and control functions (correct)
  • Capture, assure, store, and solve functions
  • Procedural, day-to-day tasks, analysis, and evaluation functions
  • Incentives, staff management, awareness, and capture functions

    • What is a key aspect of strategic service functions according to the TARP Model?

  • Minimizing the time spent on each customer interaction
  • Reducing the number of staff involved in customer service
  • Maximizing the value of the customer experience (correct)
  • Automating all customer interactions

    • How does some executives' limited thinking about customer service impact the organization?

  • It has no impact on the organization
  • It broadens the organization's reach
  • It enhances the organization's performance
  • It limits service's contribution to strategic objectives (correct)

    • What is necessary for customer service to broaden its contribution to strategic objectives?

    <p>Proper conception, design, build, staff, and management of the process</p> Signup and view all the answers

    What is the primary purpose of capturing information about individual customers' problems in tactical functions?

    <p>Classify and solve individual customers' problems</p> Signup and view all the answers

    More Like This

    Use Quizgecko on...
    Browser
    Open
    Browser
    Browser