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What are the reasons for customers' unmet expectations?
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?
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?
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?
What contributes to setting customer expectations according to the text?
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What are the reasons for customers' unmet expectations?
What are the reasons for customers' unmet expectations?
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What are the six tasks illustrated by the DIRFT model for meeting customer expectations?
What are the six tasks illustrated by the DIRFT model for meeting customer expectations?
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What contributes to setting customer expectations according to the text?
What contributes to setting customer expectations according to the text?
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What is emphasized as a broad trend in customer expectations?
What is emphasized as a broad trend in customer expectations?
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What are the six tasks illustrated by the DIRFT model for meeting customer expectations?
What are the six tasks illustrated by the DIRFT model for meeting customer expectations?
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What is highlighted as an operational expectation for tactical customer service?
What is highlighted as an operational expectation for tactical customer service?
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