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Importance of Customer Service in Business Performance

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Importance of Customer Service in Business Performance

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Questions and Answers

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?

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?

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?

Customer service Signup and view all the answers

What is the fundamental link demonstrated by the service profit chain?

The link between business performance and customer service Signup and view all the answers

'Employee satisfaction' is driven by which factor according to the text?

Internal service quality Signup and view all the answers

What is the key to improving overall customer service according to the text?

Treating internal employees as valued customers Signup and view all the answers

Which department within an organization might be considered an internal customer?

Sales department Signup and view all the answers

How did Bass (now Molson Coors) improve service according to the text?

By outsourcing distribution to DHL Signup and view all the answers

What is crucial for successful shelf placement and consumer satisfaction according to the text?

Ensuring products are easily identifiable and manageable Signup and view all the answers

Why do external companies that outsource services need to meet high service standards according to the text?

To retain business Signup and view all the answers

What drives a higher level of external customer satisfaction according to the text?

External service value Signup and view all the answers