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