Which of the following statements does NOT describe a criterion for selecting behaviors and actions for customer-defined service standards?
A) Customer-defined standards should be based on behaviors and actions that are very important to customers
B) Customer-defined standards should be established for behaviors and actions that need to be improved or maintained
C) Customer-defined standards should be accepted by employees
D) Customer-defined standards should be reactive rather than predictive
E) Customer-defined standards should be challenging, but realistic

Question

Quizplus · Accepted Answer

Customer-defined standards should be predictive rather than reactive. Being reactive implies that the service provider is only responding to customer complaints and not proactively anticipating their needs.

Which of the Following Statements Does NOT Describe a Criterion