Meeting Customer Expectations
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Questions and Answers

What are the reasons for customers' unmet expectations?

  • Defective products, misleading marketing messages, ineffective policies, or broken internal processes. (correct)
  • Inefficient supply chain management, delayed product delivery, and high production costs.
  • Excessive customer demands, lack of customer loyalty programs, and poor market competition.
  • Inadequate customer service training, lack of employee motivation, and high employee turnover.

    • What is emphasized as a broad trend in customer expectations?

  • Immediate resolution of problems (correct)
  • Lack of empathy when things go wrong
  • Ignoring customer recognition and knowledge
  • Delayed response to customer complaints

    • What is highlighted as an operational expectation for tactical customer service?

  • Excellent accessibility (correct)
  • Avoiding cross-selling to prevent overwhelming the customer
  • Limited accessibility to reduce customer interaction
  • Vague and incomplete responses

    • What contributes to setting customer expectations according to the text?

    <p>Company’s image, brand, reputation, pricing, advertising, and sales and marketing messages.</p> Signup and view all the answers

    What are the reasons for customers' unmet expectations?

    <p>Defective products, misleading marketing messages, ineffective policies, or broken internal processes</p> Signup and view all the answers

    What are the six tasks illustrated by the DIRFT model for meeting customer expectations?

    <p>Tasks that customer service must execute when customers contact the organization with problems</p> Signup and view all the answers

    What contributes to setting customer expectations according to the text?

    <p>Company’s image, brand, reputation, pricing, advertising, and sales and marketing messages</p> Signup and view all the answers

    What is emphasized as a broad trend in customer expectations?

    <p>Clear brand promises and consistent delivery</p> Signup and view all the answers

    What are the six tasks illustrated by the DIRFT model for meeting customer expectations?

    <p>Excellent accessibility, accurate responses, reliable follow-through, customer education, cross-selling, creating delight</p> Signup and view all the answers

    What is highlighted as an operational expectation for tactical customer service?

    <p>Reliable follow-through</p> Signup and view all the answers

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