Understand how to exceed customer expectations
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Question 1 of 5
Customer expectations are formed by:
The customer journey
Choice of service
Advertising
Delivery costs
The service offer is the:
Cost of the service
Extent of the service
Customer service policy
Marketing of the service
Which one of the following will not add value to a service offer?
Access to helpdesk
Dress code
Extending a guarantee
Flight upgrade
In order to build added value into the service offer, the organisation must:
Listen to customer feedback
Market new products
Change packaging
Appoint more staff
Which three of the below do customers have expectations about?
Quality
Price
Regulations
Service
Social media
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