Effective Communication in a Customer Service Setting Relies Upon Customer

question 96

Multiple Choice

Effective communication in a customer service setting relies upon customer service personnel recognizing 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 organization, and the individual service provider
• C) the customer's expectations, customer's perceptions of the quality of the service, and customer satisfaction
• D) discovering the customer's needs, meeting their needs, and following up
• E) the suppliers, the customer, and the organizational culture

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Definitions:

Short Run

A period of time during which at least one of a firm's inputs is fixed and cannot be changed.

Normal Return

The minimum profit necessary to keep a company in business, equating to the opportunity cost of capital.

Own Capital

The funds or assets personally invested by the owners into a business, distinct from borrowed capital.

Economic Profit

The separation between full-scale income and aggregated expenses, acknowledging both straightforward and underlying costs.