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- Which statement about customer service is true?Select two service firms. First one is a low-contact service firm and second one is high-contact service firm. Which of these two approaches are more suitable in extending customer satisfaction and why?Do you think that the influence of service on customer retention makes firms that prioritize their customers more profitable? As justifications for your response, please include at least three.
- How is American Express addressing the five dimensions customers use when evaluating service quality? Explain your answer1. What is the difference between your Customer and external Customers? Give one example. 2.Explain what is meant by the bathtub curveWhat do you think are the characteristics of a good customer service? Customers are vital component of businesses, why do you think customers are important?
- Give reasons why the statement below is false Too much Information Technology (IT) sophistication within theFinancial Service Industry has alienated customers and created several ethical and moral issuesinstead of enhanced and quality services.1. Explain or define (in your own words) what is Customer Service2. What do you mean by Customer Retention?3. What will you do to retain your customers despite of some negative views of your products or services?based on the below topics, what would be the possible major causes for customers to churn? customer support service delivery quality finance warehouse
- Customer roles in the service delivery process can be described as 'contributors', what other features are part of the customer's role in the service delivery process? 1).customers are responsible for the service outcome 2).customers are co-creators of value 3).customers are responsible for the service delivery provided for other customers 4).customers contribute to an employee's emotional labourEffective management of customer service requires measurement. Discuss the nature of performance measurement in the customer service area.What do customer expectations have to do with service quality?