Which of the Following Statements About Customer Service Is True

question 148

Multiple Choice

Which of the following statements about customer service is true?

• A) A customer service rep may have to deal with a customer problem that is due to a customer error, not just an error by the company.
• B) Customer service is the service part of the benefit that a customer gets when purchasing a physical good.
• C) Customer service costs are likely to decrease a firm's customer equity.
• D) Customer service is more important for winning customers than for keeping customers.
• E) From a firm's perspective, customer service is a necessary evil but isn't likely to cost the firm anything.

---

Definitions:

Fatigue

A pervasive sense of tiredness or lack of energy that isn't solely relieved by rest, often associated with various health conditions.

Marital Discord

Conflicts, disagreements, or unresolved issues between spouses, which can negatively impact the relationship.

Kübler-Ross Behavioural Theory

A model outlining the five stages of grief: denial, anger, bargaining, depression, and acceptance.

Anger

An emotional state characterized by feelings of hostility, frustration, or antagonism towards others or oneself, often as a response to a perceived injury or injustice.