Question 1

Today's customer likes to have multiple purchasing options at her/his disposal,and organizations have responded by developing hybrid marketing channels-that is,separate marketing channels to serve an individual customer.

Accepted Answer

The answer of Today's customer likes to have multiple purchasing...

Question 2

The customer service metrics that are chosen should be relevant and important from the customer's perspective.

Accepted Answer

The purpose of customer service metrics is to measure how well the company is meeting customer needs and expectations. Therefore, it is important that the metrics chosen reflect what is important to the customer. If the metrics are not relevant or important from the customer's perspective, then they do not provide a true picture of the company's performance.

Question 3

Goals are the means by which objectives are achieved.

Accepted Answer

Objectives are the specific steps or actions that are taken to achieve broader goals. Goals are the overall outcomes or achievements one aims for, while objectives are the measurable steps taken to reach those goals.

Question 4

Customer profitability analysis explicitly recognizes that all customers are not the same and that some customers are more valuable than others to an organization.

Accepted Answer

Customer profitability analysis is based on the understanding that each customer has a unique value for an organization. By identifying and analyzing customer profitability, companies can make strategic decisions about how to allocate resources and prioritize customer relationships.

Question 5

A product just being introduced needs a different level of service support than one that is in a mature or declining market stage.

Accepted Answer

This statement is true. A new product requires more extensive support and education to customers compared to a product that is already established in the market. As the product matures, the level of service support required may decrease, and as it declines, there may be a need for additional support and maintenance services.

Question 6

Customer profitability analysis is grounded in traditional accounting cost allocation methods.

Accepted Answer

The answer of Customer profitability analysis is grounded in traditional...

Question 7

It is possible for organizations to use only one customer service metric to measure customer service.

Accepted Answer

It is possible for organizations to use only one customer service metric to measure customer service, although it may not provide a comprehensive view of customer satisfaction and may not be as effective as measuring multiple metrics.

Question 8

Benchmarking should only involve numerical comparisons of relevant metrics.

Accepted Answer

Benchmarking can involve both quantitative (numerical) and qualitative (non-numerical) comparisons of relevant metrics. Qualitative data can provide valuable insights into areas such as organizational culture, customer experience, and employee engagement that may not be captured solely by numerical data.

Question 9

In the service recovery paradox,a customer holds the responsible company in higher regard after the service than if a service failure had not occurred in the first place.

Accepted Answer

This is the definition of the service recovery paradox, where a company's effective recovery from a service failure can lead to increased customer loyalty and satisfaction.

Question 10

Objectives should be specific,measurable,achievable,realistic,and timely.

Accepted Answer

Objectives that are specific, measurable, achievable, realistic, and timely are often referred to as SMART objectives. This approach ensures that objectives are clear, focused, achievable, and time-bound.

Question 11

Poor customer experiences cost U.S.business in excess of $75 billion per year.

Accepted Answer

The answer of Poor customer experiences cost U.S.business in excess...

Question 12

Leadership is the process of taking corrective action when measurements indicate that the goals and objectives of customer service are not being achieved.

Accepted Answer

Leadership involves guiding, inspiring, and motivating a team towards achieving goals and objectives, not just taking corrective action when goals are not met.

Question 13

Text messaging and the Internet have lessened the need for telephone interaction and face-to-face contact between seller and customer.

Accepted Answer

The answer of Text messaging and the Internet have lessened...

Question 14

The convenience component of customer service focuses on the ease of doing business with a seller.

Accepted Answer

The convenience component of customer service is indeed focused on making it easy and convenient for customers to do business with a seller. This includes factors such as the ease of navigating a website, the availability of multiple payment options, and the responsiveness of customer support.

Question 15

Continuous improvement refers to a process that continuously identifies,understands,and adapts outstanding processes found inside and outside an organization.

Accepted Answer

Continuous improvement focuses on incremental, ongoing changes to improve processes, products, or services, rather than adopting external processes directly.

Question 16

The nature of the product can affect the level of customer service that should be offered.

Accepted Answer

Different products have different levels of complexity and require different levels of customer support. For example, a high-tech product might require more technical support and troubleshooting than a simple household item. Therefore, the nature of the product can impact the level of customer service that should be offered.

Quiz 7: Demand Management, order Management