Quality Service Management - LONG QUIZ

What is the primary focus of customer retention?

• • Acquiring new customers

• • Retaining existing customers

• • Increasing prices

• • Reducing marketing efforts

Which of the following is a common tool used in customer retention programs?

• a

• • Price increases

• • Loyalty programs

• • Reduced customer service

• Limited product selection

What does the acronym CRR stand for?

• • Customer Relationship Rating

• • Customer Retention Rate

• • Customer Recovery Ratio

• • Client Response Review

In the CRR formula, what does 'S' represent?

• Number of new customers

• Number of lost customers

• Number of customers at the start

• • Number of customers at the end

What is the purpose of service recovery?

• • To increase service failures

• • To resolve problems and retain customers

• To ignore customer complaints

• To decrease service quality

According to the documents, what is the first step in the MAMA framework for customer service recovery?

• • Act and follow up

• Acknowledge and apologize

• Make time to listen

• Meeting of mind

What is the focus of process recovery?

• Individual customer complaints

• Improving operational and organizational processes

• Ignoring customer feedback

• Reducing costs

What does the Japanese term "Kaizen" mean?

• Change for the worse

• • No change

• Change for the better/continuous improvement

• • Radical change

Which of the following is a component of the service package?

• Service strategy

• Employees

• • Supporting facility

• The customer

What are "facilitating goods" in a service package?

• Psychological benefits

• Physical resources

• Material purchased by the buyer

• Data provided by the customer