Quiz Time!

Which of the following is NOT the dimensions of service quality?

• Reliability

• Assurance

• Empathy

• Sympathy

The way an organization delivers its products or service is known as Management Support System

• TRUE

• FALSE

Zero Defect is a component of which of the following tools of improving Service Quality?

• Pareto chart

• Fishbone chart

• Blueprinting

• TQM

Customer Retention is a continuous attempt of satisfy and keep current customers actively involved in conducting business.

• TRUE

• FALSE

What strategy that can be applied to build customer retention?

• Rewards program

• Say thank you to customers

• Always smile at customers

• Provide convenience place to customers

What is the most common factor that affects customer retention?

• Empathy

• Trust

• Goals

• Profit

Why is it important to retain customers?

• Increase revenue

• To spread the positive word of mouth

• To make connections

• To become well known