Multiple Choice
Which of the following is NOT TRUE of complaints?
A) Organizations involved in customer relationship management train customer contact personnel to deal with complaints.
B) The objective of customer service is to convert complaints into chargeable service opportunities.
C) Complaints provide a source of product and process improvement ideas.
D) The complaint process itself needs to be monitored, evaluated, and improved.
Correct Answer:
Verified
Correct Answer:
Verified
Q1: If a competitor's product offers the same
Q2: Research identified five principal dimensions that contribute
Q4: _ allows the company to align its
Q5: Failure to identify appropriate quality dimensions has
Q6: Discuss the role of complaint management in
Q7: Identify the category of the Baldrige criteria
Q8: Describe at least four leading practices of
Q9: Which of the following is NOT TRUE
Q10: Discuss how customer relationship management software may
Q11: Which of the following is used to