When Training Customers to Ensure a Better Service Experience,services Should

question 35

Multiple Choice

When training customers to ensure a better service experience,services should recognize that

• A)satisfying all customers with the same service delivery is virtually impossible.
• B)significant differences in individuals' evaluations of other customers' behaviors are often rooted in easily observable characteristics.
• C)some customers may be less inhibited when they are out-of-towners or among strangers.
• D)All of these should be recognized by service organizations when training their customers.
• E)None of these is relevant to service organizations when training their customers.

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Definitions:

Unsolicited Faxes

Unsolicited faxes refer to the practice of sending fax messages, often advertisements, without the recipient's prior consent, which is regulated in many jurisdictions.

The Funeral Rule

A regulation enforced by the Federal Trade Commission that requires funeral providers to give consumers accurate, itemized price information and other specific disclosures about funeral goods and services.

Funeral's Expense

The costs incurred for the services and goods associated with the burial or cremation of deceased individuals.

Telephone Consumer Protection Act of 1991

A federal law that restricts telemarketing calls, the use of automated telephone equipment, and other forms of telephone-based marketing.