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1. Define total customer service and satisfaction
2. Give example
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- 1. A school librarian wants to gather the students’ opinion about the school’s library services. A. closed B. open-ended C. rating scale D. dichotomous 2. Mr. Santos, a restaurant owner, needs to know the opinion of their customers on the restaurant’s service, cleanliness, and quality of food. A. closed B. open-ended C. rating scale D. dichotomousSupervisor: " Our competitor struggled to sell 350 products last month, and we sold 46% more than they did." Employee" Wow, that means we sold ______ products last month." A) 161 B) 398 C) 490 D) 511 E) 76138- The particular importance of combining online and offline channels lay in the additional advantages that are related to Internet-based service offering benefits as well as to the specific cost structure of the Internet. Select one: a. False b. True
- Assume you are the owner of a restaurant. Create a questionnaire showing appropriate options to measure customer satisfaction or customer experience with respect to the restaurant food and service. Keep in mind a suitable flow of questions while creating the questionnaire. The following types of questions can be included in the survey: • Dichotomous (2 options, example Yes/ No) • Single select (select only 1 option) • Multiple choice (example: select all that apply) • Scales (example: Excellent-Average-Poor, Strongly agree-Agree-Neutral-Disagree-Strongly disagree) Criteria Correct flow of questions Appropriate options given along with questions Questions included matches survey objectives Questions’ vocabulary suitable to industry mentionedneed answer and 2 line explanation for each question..Which of the following characteristics would NOT be commonly associated with most company's business goals for implementing a Customer Relationship Management (CRM) system? Question 8 options: Managing relationships to improve the bottom line Optimizing all customer interactions across the organization Supporting vendor-managed inventory Motivating valuable customers to remain loyal
- 12) In the e-service success factors, service-oriented success factors are primarily concerned with what services should be offered. Select one: a. True b. FalseCompare observation and document analysis. Give an example of a case where each of these methods would be suitable for gathering information system needs.Use the Customer Interview Plan template to put together a plan for testing those assumptions through a customer interview.
- Which represents what quality management is? a. involves the preparation of a quality management plan that describes the process and metrics that will be used. b. processes that provide confidence that product and service quality are being managed. OC. Act of overseeing all activities and tasks needed to maintain a desired level of excellence. Od.outlines systematic approaches used to improve upon quality assurance and quality control processes e. ensuring quality of a product/service is maintained and defects are appropriately managed. QUESTION 20 What is quality improvement? Oa. Act of overseeing all activities and tasks needed to maintain a desired level of excellence. O b. Processes that provide confidence that product and service quality are being managed. Oc Ensuring quality of a product/service is maintained and defects are appropriately managed. d. Outlines systematic approaches used to improve upon quality assurance and quality control processes. e. Involves preparation of…This data will help you determine if you have to use the same retailer in a location. * a. Net sales volume b. Break-even point c. Sales volume variance d. Sales variance percentageWhich of the following terms refers to a concern or value that a person will not give up if a career choice is necessary? A) golden parachute B) career anchor C) career cycleD) career planE) job aid
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