BM: 7-3 Customer Service, Part 2, Reactive

What is customer service defined as?

• The individualized attention provided to customers throughout their lifespan

• A marketing strategy to increase sales

• The process of manufacturing products

• The process of selling products to customers

How many marketing functions are there?

• Eight

• Five

• Ten

• Three

What is reactive customer service?

• A marketing tactic to increase customer engagement

• When a company's customer service team reacts to and resolves issues

• When a company's team anticipates customer needs

• A strategy to prevent customer complaints

What might a complaint claim?

• Feedback on the company's website

• Deficiencies in the company's product or service

• Excellence in product or service

• Suggestions for new products

What is a common form of customer complaint?

• Faulty product

• Appreciation of product design

• Compliment on customer service

• Praise for quick delivery

Who is a complaining customer?

• Someone who frequently praises the company

• Someone who never has issues with products

• Someone who always agrees with the company

• Someone who often experiences dissatisfaction with a product or service

What is the purpose of a customer exit interview?

• To convince the customer to stay by offering discounts

• To ignore the customer's feedback

• To find out the reason for the customer's decision to leave

• To sell more products to the leaving customer

What does the marketing mix include?

• Customer service, Sales, Manufacturing, Logistics

• Advertising, Human Resources, Finance, Operations

• Product, Price, Place, Promotion

• Research, Development, Legal, Compliance

What can lead to a customer leaving?

• Dissatisfaction with product or service

• A proper marketing mix strategy

• An excellent customer experience

• Too many discounts

What is important when faced with a customer complaint?

• Ignoring the complaint

• Offering a discount on future purchases

• Listening to the complaint and recording the details

• Telling the customer they are wrong