Exam 7: Managing the Customer Mix

Service organizations should develop policies for handling occasional conflicts that occur when serving numerous types of customers simultaneously.

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -_______________ occurs when customers become angry about some aspect of their service experience and express their anger in mild to extreme ways.

A customer's evaluation of the service organization is not influenced by how a service employee reacts to situations involving unruly or potentially disruptive customers.

Satisfying all customers with the same service delivery is virtually impossible.

Regardless of their behavior,large numbers of customers may affect service experiences.

COMPLETION QUESTIONS Customer Mix Customer Education SERVQUAL,SERVPERF Service Script Selecting,Training Compatibility Management Police Officers Customer Rage -__________ the right customers and _________ them to participate in the service are crucial steps in managing customers.