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