Marketing: 3-3 Customer Service, Part 2, Reactive

What is often remembered by customers when there is an issue with a product?

• The product's price

• How the problem was solved

• The product's color

• The product's advertisement

Why do companies fail according to the text?

• Lack of marketing

• Poor product quality

• Inability to provide necessary customer service levels

• High prices

What is defined as the individualized attention provided to customers throughout their lifespan as customers?

• Marketing

• Customer service

• Product management

• Sales strategy

What does 'reactive customer service' involve?

• Preventing any customer issues

• Reacting, responding, and resolving customers' suggestions, questions, and problems

• Only offering refunds

• Ignoring customer complaints

What is a common form of customer complaint?

• Inconvenient store locations

• Lack of social media presence

• Faulty product

• Too many advertisements

What type of customer often experiences general dissatisfaction with a product or service?

• Complaining customer

• New customer

• Happy customer

• Returning customer

What should a company do when a customer chooses to leave for a competitor?

• Limit customer service

• Ignore the customer's decision

• Conduct a customer exit interview

• Increase product prices

What can a proper marketing mix strategy ensure?

• Higher product costs

• Faster product delivery

• An excellent customer experience with few complaints

• Increased employee satisfaction

What is NOT a responsibility of a company when deceit from a customer is discovered?

• Improve product quality

• Resolve the issue

• Conduct an investigation

• Offer a refund

What is the first step to take when faced with a customer complaint?

• Immediately offer a refund

• Offer a discount

• Listen to the complaint and record the details

• Ask the customer to leave