customer relation

Calling customers by name does little to encourage them to return.

• True

• False

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

We're doing everything to ____________________ our customers' expectations.

• excess
• exit
• exceed
• access

"The way that we see something based on our experience" is the meaning of...........

• perception

• expectation

• analytical

• assumption

Expectations may be always positive

• True

• False

.............. are our personal vision of the result that will come from our experience.

• Assumption

• Perception

• Expectations

• imagination

The customer service reacted quickly and in a positive way, they were ______________________

• uncaring
• responsive
• attentive
• courteous

What do customers expect business employees to be?

• Well- Informed
• Irresponsible
• Wealthy
• Laid- Back

A customer service representative strives to be prompt when addressin customer complaints.  Which service factor is the representative dfemonstrating?

• Responsiveness
• Assurance
• Empathy
• Reliability

The five (5) dimensions of the SERVQUAL model are

• Reliability, responsiveness, empathy, assurances & tangibles

• Regard, consistency, understanding, quality & staffing

• Tangible, intangible, features, benefits and activities