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:

Product Life Cycle

The progression through various stages from launch to withdrawal of a product in the market, including introduction, growth, maturity, and decline phases.

Gillette Fusion ProGlide

A brand of razors and shaving accessories designed for a closer and smoother shave.

Product Bundling

A marketing strategy where multiple products or services are packaged together and sold as a single combined unit.

Market Modification Strategies

Approaches companies use to increase their market share or profitability by altering market conditions, products, or how products are perceived.