Steps in Developing a Strategic Customer Care Program Include

question 16

Multiple Choice

Steps in developing a strategic customer care program include:

• A)segmentation analysis of the customer base.
• B)outsourcing parts of the customer care program.
• C)moving to service delivered entirely by human agents.

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Definitions:

Pediatrics Department

A specialized medical department focused on the care and treatment of children and adolescents.

Personnel Costs

The total amount of financial compensation and benefits that a company pays to its employees.

Information Technology

The use of computers, storage, networking, and other physical devices, infrastructure, and processes to create, process, store, secure, and exchange all forms of electronic data.

Step-down Method

A cost allocation method used to allocate overhead costs to departments or products, moving sequentially from departments with the highest overhead costs to those with the least.