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Questions and Answers
What are the four tactical service functions identified by the TARP Model?
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?
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?
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?
What is necessary for customer service to broaden its contribution to strategic objectives?
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What is the primary purpose of capturing information about individual customers' problems in tactical functions?
What is the primary purpose of capturing information about individual customers' problems in tactical functions?
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