The RC and More Superstore Decides to Track Customer Complaints

question 20

Multiple Choice

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, how many of these categories are required to make up 86% of all complaints?

• A) 1
• B) 2
• C) 3
• D) 4
• E) 5

Recognize the role of trust and relationship building in international business negotiations and the ethical considerations that come with it.

Identify ethical behavior in the context of corporate social responsibility, including the distribution of credit and dealing with nepotism.

Discern between ethical and unethical behaviors concerning gift giving, favoritism, and personal use of company resources.

Comprehend the importance and components of a company's code of ethics as a guideline for conduct within the business.

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Definitions:

Service Quality

Evaluating how closely a provided service aligns with what the customer anticipated.

Responsiveness

The quality of reacting quickly and positively, often used in the context of organizations dealing with customer needs or market changes.

Empathy

The ability to understand and share the feelings of another individual, often considered a critical skill in effective sales and customer service.

Service Quality

An evaluation of how well a delivered service matches the customer’s expectations.