On the Military Base Where Micah Is Stationed,there Is a Large,well-Stocked

question 1

Multiple Choice

On the military base where Micah is stationed,there is a large,well-stocked garage where he can take his car to do necessary maintenance.The garage charges modest space and tool rental fees.Micah really enjoys tinkering with the engine,but he's not very knowledgeable.That's why he's glad that there is a trained mechanic on duty at the garage.The mechanic will answer Micah's questions and check his work to make sure that he has done nothing to damage his car's engine.Micah was especially proud of himself when he replaced his carburetor recently.Which of the following service delivery roles is Micah,the customer,performing?

• A) A customer mix manager and recruiter
• B) A competitor and productive resource
• C) A productive resource and contributor to quality and satisfaction
• D) A contributor to quality and satisfaction and competitor
• E) A recruiter and competitor

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Definitions:

Customer Relationship Management

A strategy in business that focuses on developing and maintaining lasting relationships with customers to enhance loyalty and retention.

Types of Customers

Refers to the different categories or segments of customers each with their own specific needs, behaviors, and characteristics.

Net Promoter Score

A metric used to gauge the loyalty of a firm's customer relationships, based on how likely customers are to recommend the company to a friend or colleague.

Customer Satisfaction

The measure of how well a company's products or services meet or surpass the expectations of its customers.