12 Questions
What does customer service aim to do?
Consistently exceed customer needs and expectations
How do emotions associated with service experiences impact B2B interactions?
They can impact interactions upstream in the supply chain
What influences customer perceptions and buying decisions?
Good and bad service experiences
In a competitive landscape with similar quality, costs, and lead times, what becomes a key differentiator?
Customer service
What is the fundamental link demonstrated by the service profit chain?
The link between business performance and customer service
'Employee satisfaction' is driven by which factor according to the text?
Internal service quality
What is the key to improving overall customer service according to the text?
Treating internal employees as valued customers
Which department within an organization might be considered an internal customer?
Sales department
How did Bass (now Molson Coors) improve service according to the text?
By outsourcing distribution to DHL
What is crucial for successful shelf placement and consumer satisfaction according to the text?
Ensuring products are easily identifiable and manageable
Why do external companies that outsource services need to meet high service standards according to the text?
To retain business
What drives a higher level of external customer satisfaction according to the text?
External service value
Learn about the impact of customer service on business performance, customer perceptions, and company reputation. Understand how good and bad service experiences can influence buying decisions and become a key differentiator in a competitive market.
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