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.

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Definitions:

Crystallized Intelligence

The ability to use learned knowledge and experience.

Fluid Intelligence

Mental flexibility; the ability to process information rapidly.

Susceptible

Likely or liable to be influenced or harmed by a particular thing.

Amenorrhea

The absence of menstruation in a woman of reproductive age.