REVISION CHAPT 1
Authored by SHAKIRAH SAAD
Business
University
Used 4+ times
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7 questions
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1.
OPEN ENDED QUESTION
3 mins • 1 pt
Give a definition on customer service?
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2.
OPEN ENDED QUESTION
3 mins • 1 pt
Explain three (3) important skills required to have excellent customer service.
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3.
OPEN ENDED QUESTION
3 mins • 1 pt
Explains the comparison between perceived service and expected service using examples and the three (3) levels of outcomes
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4.
OPEN ENDED QUESTION
3 mins • 1 pt
Service.
Expected Explain the four (4) pre- requisite needs or known as fundamental needs that must be met for them to feel valued and satisfied.: Customer expects a quick meal, friendly service, and a clean dining area.
Perceived Service: The meal takes longer than expected, the food is cold, and the dining area is dirty.
The customer is dissatisfied, may avoid McDonald’s in the future, and could share their negative experience with others.
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5.
OPEN ENDED QUESTION
3 mins • 1 pt
List the four (4) actions that organizations must look into in order to achieve excellent customer service.
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6.
OPEN ENDED QUESTION
3 mins • 1 pt
Discuss five (5) reasons why customer service is so important in business
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7.
OPEN ENDED QUESTION
3 mins • 1 pt
What are the four impact of losing customers?
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