COMPLETION QUESTIONS Customer Service

question 44

Essay

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-Each ______________ is an opportunity for the organization to succeed or fail in its efforts to endear itself to the customer.

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Definitions:

Delay

The act of postponing or deferring an action or event, often resulting in the respective activity being carried out later than originally planned.

Cash Concentration Accounts

These are accounts used by companies to concentrate cash from multiple accounts into a single account for effective cash management.

Cash Management

The process of collecting, managing, and investing a company's cash in a way that optimizes its liquidity and profitability.

Lock-box System

A collection and processing service provided by banks to speed up the receipt and deposit of checks from customers.