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WorksheetsPOST MODULE ASSESSMENT : CUSTOMER SERVICE
Total questions: 10
Worksheet time: 13mins
Customer satisfaction and loyalty are the result of effective product and service delivery, resolution of problem, and elimination of dissatisfaction.
True
False
The number of customers with major problems who continue to do business with an organisation if their complaint is resolved is about 9 precent
False
True
One way to take responsibility for customer relationships is to personalise your approach when dealing with customers.
False
True
Customers usually decide to purchase of repurchase from a supplier on the basis of the quality and performancve of the products and services.
False
True
Many customers return to organisations becuase of the relationships established with employees even though comparable products and services are available elsewhere.
False
True
As customers develop long term relationships with an organisation, they tend to become more tolerant of poor service.
False
true
When you have made a mistake on giving the wrong information to a customer, you have to (a)
draw a happy customer face
Draw the facial expression of uncertainty
What would you change on the way you provide services to others upon the completion of the Customer Service module?
