Podcast
Questions and Answers
What does customer service aim to do?
What does customer service aim to do?
- Consistently exceed customer needs and expectations (correct)
- Reduce customer needs and expectations
- Consistently underdeliver to customers
- Meet customer needs but not expectations
How do emotions associated with service experiences impact B2B interactions?
How do emotions associated with service experiences impact B2B interactions?
- They have no impact on B2B interactions
- They can impact interactions upstream in the supply chain (correct)
- They are irrelevant in B2B interactions
- They only impact interactions downstream in the supply chain
What influences customer perceptions and buying decisions?
What influences customer perceptions and buying decisions?
- Good and bad service experiences (correct)
- Costs and lead times
- Employee loyalty
- Only product quality
In a competitive landscape with similar quality, costs, and lead times, what becomes a key differentiator?
In a competitive landscape with similar quality, costs, and lead times, what becomes a key differentiator?
What is the fundamental link demonstrated by the service profit chain?
What is the fundamental link demonstrated by the service profit chain?
'Employee satisfaction' is driven by which factor according to the text?
'Employee satisfaction' is driven by which factor according to the text?
What is the key to improving overall customer service according to the text?
What is the key to improving overall customer service according to the text?
Which department within an organization might be considered an internal customer?
Which department within an organization might be considered an internal customer?
How did Bass (now Molson Coors) improve service according to the text?
How did Bass (now Molson Coors) improve service according to the text?
What is crucial for successful shelf placement and consumer satisfaction according to the text?
What is crucial for successful shelf placement and consumer satisfaction according to the text?
Why do external companies that outsource services need to meet high service standards according to the text?
Why do external companies that outsource services need to meet high service standards according to the text?
What drives a higher level of external customer satisfaction according to the text?
What drives a higher level of external customer satisfaction according to the text?
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