Often, a Service Problem Arises from a Customer's Lack of Understanding

question 58

Multiple Choice

Often, a service problem arises from a customer's lack of understanding or ineptitude. Which of the following can help to minimize customer failures?

• A) giving customers exclusive primary service packages
• B) redesigning processes to simplify service encounters
• C) using differential pricing and shared services
• D) minimizing service intangibility
• E) working with more customers at the same time

Understand the accounting treatment for write-offs of uncollectible accounts under the allowance method.

Calculate and interpret the receivables turnover ratio and its implications on a company's credit and collection policies.

Prepare and adjust financial records based on bank reconciliation findings, including recognizing NSF checks and bank errors.

Recognize the principles of internal control procedures and identify weaknesses in cash handling and recording practices.

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Definitions:

Endorphins

Neurochemicals produced by the nervous system to manage pain or stress, often leading to feelings of euphoria.

Learned Helplessness

The tendency to fail to act to escape from a situation because of a history of repeated failures in the past.

Martin Seligman

A psychologist known for his work on the theory of learned helplessness, positive psychology, and for his research on factors that contribute to wellbeing.

Major Depression

A mental disorder characterized by a persistent and severe low mood accompanied by low self-esteem and loss of interest or pleasure in normally enjoyable activities.