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