Anticipatory customer service means asking customers what services they need and then providing those services.
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Q22: Differentiated customer service should be based on
Q23: Customers generally react unfavorably to self-service options.
Q24: Customer service has improved in recent years
Q25: Cutting back on customer service is a
Q26: Customer experience is one element of customer
Q28: The text asserts that being able to
Q29: The only reason to deliver excellent customer
Q30: Some market segments, including affluents, are willing
Q31: Most customers prefer impersonal, self-service customer service
Q32: Web-based delivery of customer service is flourishing
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