3. MKT 365 - Chapter 9: Customer Complaints and Service Recovery

Which of the following is a component that helps achieve customer satisfaction?

• Offering the lowest prices in the market

• Expanding product variety without improving quality

• Focusing solely on high-volume sales

• Doing the job "right first time"

Which of the following is a component that helps achieve customer satisfaction?

• Providing generic responses to all complaints

• Offering discounts as a default solution to complaints

• Effective complaint handling

• Ignoring customer feedback in complaint resolution

Which of the following is not a typical customer response to service failures?

• Do nothing

• Complain in some form to the service firm

• Take legal action against competitors

• Take some kind of overt action with a third party, such as complaining to a consumer claims tribunal

• Defect and simply not patronize this firm again

If customers are dissatisfied then they may take a public action, which of the following is not a typical public action that they may take?

• Request a refund from a competing business

• Complain to business, private, or governmental agencies

• Take legal action to obtain redress

• Seek redress directly from the business firm

If customers are dissatisfied then they may take a private action, which of the following is not a typical private action that they may take?

• Decide to stop buying the product or brand

• Decide to boycott the service provider

• Warn friends about the product and/or the service provider

• Write a positive online review about another service

Managers promoted to consider the impact of dissatisfied customers, especially those who never complained but ____ to a competition.

• Defected

• Diverted

• Departed

• Transitioned

Satisfaction ____ the further ____ the hierarchy the customer had to go to get it resolved.  

• increased; up

• increased; down

• declined; up

• declined; down

Which of the following is not a customer complaining type?

• Activists

• Passives

• Voicers

• Irates

• Diplomats

When a service failure occurs, customers look to?

• Express disappointment

• Demand compensation

• Attribute blame

• Seek recognition

What is the aim of handling complaints?

• Turn dissatisfied customers into satisfied customers

• Reduce service costs

• Resolve operational inefficiencies

• Create customer loyalty programs