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