The First Step in Conducting an Internal Customer Service Audit

question 33

Multiple Choice

The first step in conducting an internal customer service audit is to:

• A) Define customers
• B) Engage in brainstorming and other forms of idea generation
• C) Create a new servicescape
• D) Define employee quality
• E) Eliminate all conflict

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Definitions:

Reservation Price

This is another term for reserve price, meaning the lowest price at which someone is willing to sell a good or service.

Tape Recorder

An electronic device used for recording sound on magnetic tape and usually capable of playback.

Money

A medium of exchange used to facilitate transactions of goods and services.

Producer's Surplus

The difference between the amount a producer is willing to accept for a good or service and the actual amount received from its sale.