Which of the following statements is True of customer service?
A) The retail offerings of a company are not influenced by customer service.
B) It is relatively easy for a company to duplicate the services offered by a competitor.
C) It does not provide major strategic advantages for a company.
D) It increases the value customers receive from the merchandise they buy.
E) Customer service perceptions are developed mostly by interacting with top management.
Correct Answer:
Verified
Q12: Personalized service
A) does not require trained employees.
B)
Q13: Empathy refers to the caring, individualized attention
Q14: _ makes it hard to provide and
Q15: Providing high-quality service is difficult for a
Q16: Procedural fairness is a customer's perception of
Q18: A standardized service approach requires that service
Q19: Customers are satisfied when their expectations exceed
Q20: The steps in effective service recovery are
Q21: The _ can be closed by developing
Q22: When Donna ordered a refrigerator, she expected
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