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Questions and Answers
Què és clau per crear clients entusiastes?
Què és més probable que satisfaci als clients?
Què és essencial per crear una experiència positiva per al client?
Què és el moment de la veritat?
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Què és important per assegurar que tants moments de la veritat com sigui possible siguin positius?
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Què pot esborrar les experiències positives en la memòria del client?
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Què és un component de la qualitat del servei?
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Què és crucial per a la qualitat del servei de FGC?
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Què defineix el viatge del client amb FGC?
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Study Notes
- Clients become enthusiastic when they receive service that exceeds their expectations.
- To satisfy people's expectations, we need to know their demands and needs.
- These demands are an inseparable component of the service that FGC offers.
- Buyers of FGC's product/service purchase a "whole" that includes physical advantages and satisfaction of expectations.
- FGC's service quality is dependent on meeting customer demands.
- Meeting customer demands is key to creating enthusiastic clients.
- Clients are more likely to be satisfied when they receive something extra or beyond what was agreed upon.
- FGC must understand and meet customer needs to provide quality service.
- Customer satisfaction is a crucial component of FGC's service quality.
- Meeting customer needs is essential to creating a positive customer experience.
- FGC aims to achieve customer loyalty through meeting their needs and expectations.
- The perception of the customer may differ from what the organization believes.
- The customer's satisfaction depends on the difference between their expectations and experience.
- Quality of service includes basic service and associated service (emotional components).
- The service is difficult to control and cannot be returned like a product.
- The moment of truth is any event in which the customer comes into contact with FGC.
- It is important to ensure that as many moments of truth as possible are positive.
- Negative experiences can erase positive ones in the customer's memory.
- Each person who interacts with customers has a great influence on the moments of truth.
- The customer's journey is made up of situations that define their experience with FGC.
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Description
Take this quiz to test your knowledge on customer service and satisfaction. Learn about the importance of meeting customer needs and expectations, the role of moments of truth in creating a positive customer experience, and how to create enthusiastic clients. This quiz will help you understand the key components of quality service and how FGC aims to achieve customer loyalty. Enhance your understanding of customer service and take this quiz today!
