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12. Quiet customers are
Allow problems to mount Assume company knows of the problem
Scared of CSR Avoid conflict Think complaining is a waste of time
8. A base line standard is an exceptional level of service True / False
24.Customer satisfaction is the result of expectations being met True/False
Step by step
Solved in 2 steps
- 15 Satisfaction as functional e-demand factors of Use quality; refers to the extent to which a user is satisfied or pleased with a service or the practising the e-government services by the use of new technology. Select one: a. True b. False12) In the e-service success factors, service-oriented success factors are primarily concerned with what services should be offered. Select one: a. True b. FalseCustomer Relationship Management 1. Define the concept briefly using your own words 2. Explain or give an example how an organization may use CRM to improve the quality Paragraph BIEE
- 1-Government, law, and order services category is one of the e-government service preferences, which contains all of the examples except: Select one: a. Child care information b. coast guard information c. consumer protection d. crime and government reportsExplain the following concepts using at least two sentences. (a) hazrd (b) onsequence (c) risk (d) risk assessment (E) layers of safety measures13 The use of mobile applications for user communication and interaction is a function-oriented example of e-service success factors. Select one: a. True b. False
- Please type response for easy visibilityESTION5 Replacement of faulty battery free of cost by company as part of recall program is an example of yet answered rked out of: Select one: Flag question a. production cost b. appraisal cost c external failure cost d prevention cost e. internal failure cost Next pageThe first step in designing support services is to: * O Encourage customers to try new products Prevent brand dilution Survey customers to assess the value of current services and obtain ideas for new Add new services that will both delight customers and yield profits to the company
- One of the objectives of CRM software is to capture data about every contact the company has with a customer and to store it in the CRM system. Do you think customers might be concerned with this practice? Why or why not? What are the advantages that CRM software offers to the customer? *Please provide a new answer. Thank you.*11. An example of a leading performance measure is: a. Number of new customers b. Average response time for a service call c. Company's percent of total number of customers in the market18 Customer comment cards are a reliable way to collect comments from a random and representative sample of people who visit a business. True False