P2CS3-3
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Match the words on the left with the items on the right.
Drag and Drop items from one side to pair them with items from the other side
Expectations
Needs
Wants
A customers’ idea of how the product and/or service will meet their needs
A customers’ idealistic view of what type of product will meet their needs
A customers’ requirements of the product
Which one of the below are customers’ expectations NOT influenced by?
Experiences with the organisation
Internal communications
Experiences with competitors
Online reviews
Managing customers’ expectations will:
increase customer feedback
reduce competition
maintain the organisation’s reputation
raise prices and profit
What will keeping promises to customers do?
Adapt to customer needs
Promote goodwill
Encourage competition
Change procedures
Drag and drop the words into the correct gaps.
All promises must be and all must be followed through to ensure that the is satisfied with the product and/or service. Complaints must be rectified by using the organisation complaints and records must be kept of all made.
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