P3CS15-1
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Question 1 of 5
Which three of the below do customers have expectations about?
Social media
Quality
Regulations
Price
Service
Is the following statement true or false? Customer expectations are formed by advertising.
TRUE
FALSE
The service offer is the:
marketing of the service
extent of the service
cost of the service
customer service policy
Which one of the following will not add value to a service offer?
Extending a guarantee
Dress code
Access to a helpdesk
Flight upgrade
In order to build added value into the service offer, the organisation must:
appoint more staff
listen to customer feedback
market new products
change packaging
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