How Do Many Fast-Food Chains, Big-Box Stores, Gas Stations, and Even

question 53

Multiple Choice

How do many fast-food chains, big-box stores, gas stations, and even large government agencies pinpoint and fix customer service problems?

• A) by using mystery shoppers
• B) by training employees
• C) by watching for service gaps
• D) by encouraging customers to complain
• E) by providing satisfaction questionnaires

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Definitions:

Day-to-Day Operations

The regular, routine activities that are necessary for the ongoing management and functioning of an organization.