Effective Communication in a Customer Service Setting Relies Upon Customer

question 16

Multiple Choice

Effective communication in a customer service setting relies upon customer service personnel recognising the three key components in any service delivery process: ________.

• A)the customer's expectations, the customer's desires and the customer's satisfaction
• B)the customer, the service organisation and the individual service provider
• C)the customer's expectations, customer's perceptions of the quality of the service and customer satisfaction
• D)quality merchandise, on time delivery and good returns policies
• E)finding out the customer's needs, meeting their needs and following up

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Definitions:

Net Operating Income

Represents the total profit of a business after operating expenses are subtracted from gross profit.

Personnel Expenses

Costs associated with the compensation and benefits of a company's employees, including wages, salaries, bonuses, and benefits.

Planning Budget

A budget created for a specific level of activity that is used for planning and coordinating operations.

Budgeting

The process of creating a plan to spend your money, outlining anticipated income and expenses over a certain period.