POST MODULE ASSESSMENT : CUSTOMER SERVICE

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__________

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?