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:

Mobile Marketing

Marketing activities performed through mobile devices, such as smartphones and tablets, including app-based marketing, SMS marketing, and mobile web marketing.

Whistleblowers

Individuals who expose illegal, unethical, or improper conduct within an organization, often risking their careers to do so.

Advertising Effectiveness

The measure of how well advertising campaigns meet marketing objectives, such as increasing brand awareness or sales.

Consumer Awareness

The degree to which consumers are informed about products, prices, and market conditions, impacting their buying decisions.